Washington DOC Inmate Phone Contract from 2006 thru 12-31-2014

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This Contract for offender phone equipment and services and associated
offender monitoring and recording equipment and services (this "Contract") is made as
of the date of last signature by the parties, by and between FSH Communications, LLC,
a Limited Liability Company ("Contractor") i:J.nd the State of Washington acting by and
through its DEPARTMENT OF CORRECTIONS ("DOC"). Throughout this Contract,·
DOC or Contractor may individually be referred to as "Party" or together as "Parties. \I
RECITALS
Pursuant to authority delegated to DOC by the state of Washington, Department
of Information Services (DIS); DOC issued a Solicitation Number CRFP6446 dated
August 1, 2005, (the "Solicitation") whereby DOC sought responses from prospective
vendors to acquire offender telephone service in order to replace an existing contract for
offender telephones located in facilities owned or operated by the DOC or contractors
on its behalf which may be increased or decreased by the DOC during the term of the
Contract.
Contractor is in the business of providing phone ·service within the meaning of
Section 276 of the Telecommunications Act of 1996. In response to the Solicitation,
Contractor'submitted its response to provide certain telephone services for DOC
offenders.
This Contract embodies the terms and conditions mutually acceptable to the
Parties for the provision of the Services defined below.
AGREEMENT
NOW, THEREFORE, in consideration of the covenants and agreements set forth
herein, the Parties hereby agree as follows:
PART I. - SPECIAL TERMS AND CONDITIONS
Section 1.01
DEFINITIONS
As used in this Contract, the capitalized terms contained in Appendix 1,01 shall
have the respective meanings set forth therein.
The name assigned to this Contract and the part and section captions used
herein are for convenience of reference only and shall not affect the interpretation or
construction hereof. Unless otherwise specified, (a) the terms "rhereof," "hereinll and
similar terms refer to this Contract as a whole and (b) references herein to "Parts" or
"Sections" refer to parts or sections of this Contract. The use of words in the singular or
plural, or with a particular gender, shall not limit the scope or exclude the application of
state of Washington
Department of Corrections
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any provIsion of this Contract to such Person or Persons or circumstances as the
context otherwise permits. Time is of the essence in the performance of the Parties'
respective obligations. Unless otherwise specified, all references to money amounts are
to U.S. currency. All references, if any, to generally accepted accounting principles
means to GAAP and all accounting terms, jf any, not otherwise defined in this Contract
have the meanings assigned to them in accordance with GAAP.
Section 1.02
APPENDICES, EXHIBITS AND ATTACHMENTS
The appendices: exhibits and schedules to this Contract attached to this Contract
are incorporated by this reference into this Contract.
Section 1.03
CONTRACTOR AND SUBCONTRACTORS
DOC agrees that portions of the Services performed under this Contract may be
performed by Contractor and portions may be performed . by DOC approved
Subcontractors. DOC hereby grants to Contractor, subject to the regulations of the
FCC, the authority to select and contract with the carriers that provide local, interLATA,
intra LATA. and interstate and international calls ·from the offender, subject to the
approval of DOC. As of the date hereof, the Subcontractors under this Contract are as
follows: (i) Value-Added Communications (VAC) (Focus 100 digital inmate call- control
platform including integrated monitoring and recording), (ii). Global TeJ*Link Corporation
(GTL) (long distance services as well as direct facility support and services via the
Focus 100 platform and using their own offender telephone eqUipment), and (iii)
Paragon Communications Services LLC (installation and maintenance of
telecommunications equipment under contract with GTL). The . foregoing
notwithstanding, Contractor may provide any of the Services currently contemplated to
be sUbcontracted to the Subcontractors described above, provided that the- rates, prices
and charges for such Services are no higher than those permitted under Section 3.01
below and that Contractor satisfies all of its other obligations under this Contract with
respect to the provision of the Services. Any substitute or additionarSubcontractors will
be listed- on the attached Appendix 6.01.3 in accordance with the provisions of Section
6.01.3 below.
PART II. - SERVICES
Section 2.01
SCOPE OF WORK
Contractor agrees to provide to DOC and DOC agrees to grant the authority for '
Contractor to provide for DOC correctional facilities the services described in Appendix
2.01 attached hereto (individually, a "Service", and collectively, the' "Services");
provided. The work contemplated under this Contract shall include an labor, materials,
the transportation, equipment and other activities for, and reasonably incidental to,
making the Services operational. It also includes furnishing, installing, interfacing,
operating, maintaining, and billing (if applicable) the Services described in this Contract
and the appendices, exhibits and other attachments hereto. Silence of the Contract
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Department of Corrections
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regarding delivery of Services normally offered with respect to the deliverables
requested in the Contract does not constitute any waiver of Services by DOC.
Without limiting any of the requirements contained in Appendix 2.01, Contractor
agrees to: (a) provide local and long distance (lntrastate intraLATA, intrastate
interLATA, interstate, and intemationaf) telephone service for all offender phones at
Contractor's expense; (b) install, maintain, and keep in operation all offender phones
connected to the Focus 100 equipment, associated equipment, hardware, and
enclosures, as specified in Appendix 2.01, at Contractor's expense; (c) install as
required and maintain monitoring .and recording systems at designated DOC
correctional facilities at no cost to DOC; (d) provide initial new product and refresher
training to DOC personnel as reasonably requested by DOC on the operation of
monitoring and recording systems at Contractor's expense; (e) service and repair all
offender phones and associated equipment at Contractor's expense; (f) retain
ownership of all offender phones, monitoring and recording systems associated
equipment, hardware, software and enclosures provided by Contractor; (g). provide
such personal background data as is required by DOC on any Contractor personnel
intending to enter a correctional. facility; (h) provide, within sixty (60) days of the dose of
Contractor's fiscal yearJ an annual inventory of telephone numbers of all offender
phones and the DOC facility in which each such Offender Phone is located; and (i)
update all software and hardware used in connection with the Services rendered to
DOC facilities including, but not limited to, the monitoring and recording systems, to be
compatible. with the most current version of Microsoft Windows operating system,
provided the same after such upgrades is compatible with the existing systems utilized
by DOC, including but not limited to, all existing data storage, and, provide on-site
training to aU DOC personnel regarding such upgraded software and hardware.
J
During the Term of this Contract, Contractor shall replace or keep in operation,
and maintain the entire offender phones currently located in DOC facilities at such
levels that will ensure regular usage by inmate population. Contractor w[Ji conduct
periodic traffic studies to determine average use, and in the event that said studies
support an increase or decrease of offender phone count at a DOC facility, Contractor
will make the necessary change after written notification to and approval by DOC. The
foregoing notwithstanding, Contractor shall remove any offender phone requested to be
removed by DOC. Before Contractor is required to install any new offender phone,
Contractor must first receive written authorization from DOC. It is understood that
offender phones are located at DOC prison and work release facilities; and that such
facilities may open or close during the contract term,
Contractor may request that DOC consider allowing Contractor to remove certain
offender phones that Contractor claims to be uneconomical to Contractor; provided,
however that this proviSion does not create any right in Contractor to have any such
offender phone removed, and the decision of whether to remove such offender phones
shall be made by DOC in its sole discretion.
Unless a longer period is mutually agreed to by the Parties, Contractor shall
instaH any new offender phone within thirty (30) days of the delivery to Contractor of a
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Written Authorization (as described below) directing Contractor to insta[! such new
offender phone. The foregoing notwithstanding, subject to the prior written consent of
DOC, which shall not be unreasonably withheld, Contractor may request a period of
time longer than thirty (30) days to install a particular new offender phone that
Contractor cannot reasonably install, within such thirty (30) day period. It is understood
that to install a new offender phone the DOC must ensure that the proper conduit,
station wiring, and electricity as required and as described in Section 6.18, DOC
Covenants, is installed to support the use and location of the offender phone.
All Equipment, including, but not limited to, all offender phones, shall be new or
"Like-New", except for Equipment already in place and previously installed under prior
contracts between DOC and Contractor, Contractor agrees that all of the Equipment
used by Contractor, or its Subcontractors shall be identical, equivalent or better to that
equipment described in the Soticitation, unless DOC consents in writing to any different
equipment, which consent will not be unreasonably withheld.
Contractor shall list on all offender phones the written information which is normal
and customary in the industry to be listed on such offender phones oras required by the
DOC, provided, however, that any information listed on any offender phone is subject to
DOC's prior written approval.
Contractor agrees that all·of the Services sha!! be turnkey.
Section 2,02
ORDERS FOR ADDITIONAL SERVICES
A written authorization to implement Additional Services. (a "Written
Authorization"), delivered by DOC to the Contractor, shall be used to order Additional
Services beyond the Initial Service (not including requests for additional offender
phones), and to request any changes or additions to the Services. Such Written
Authorization shall specify the quanti~j, service dates, and other operational parameters
of the requested Services. DOC may require Contractor to assist in the preparation of
such Written Authorizations by providing necessary Services description, operating
parameters, and/or interface information to the extent that Contractor and
Subcontractors can provide such assistance. Contractor shall provide this assistance at
no added cost to DOC. Each such Written Authorization shaH be approved and issued
only by DOC.
.
Section 2.03
NEW TECHNOLOGY
When new technology, either eqUipment or services related to the Services,
becomes available, Contractor agrees to notify DOC within a reasonable time after such
availability so that DOC can consider whether such new technology should be utilized
by Contractor in rendering the Services. DOC shall have the option, in DOC's sole
discretion, to have such new technology utilized by Contractor to render the Services as
soon as practical or at such later time as DOC shall determine; provided that the Parties
mutually agree that such new technology does not materially increase Contractor's
costs of rendering the Services to be affected by such technology.
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Department of Corrections
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In considering whether or not to extend the term of this Contract after the Initial
Term, DOC may consider the need for utilizing new technology during any such
Extended Term. If the use of such new technology will materially increase the costs of
Contractor rendering the Service, and DOC wishes to utilize the same and DOC elects,
in its sole discretion, to pursue, the Parties wifl attempt in good faith to negotiate
changes to this Contract to aHow the use of the new technology. The foregoing
notwithstanding, any such new technology provided at DOC faciHties must be
compatible with any existing Recording Media or other information related to the
Services and must result in any Recording Media related to offender phone Services
being admissible in any lega[ proceeding involving DOC. In addition, any change to this
Contract requiring the use of new technology at DOC facilities must provide for initial
new product and refresher training for DOC personnel in the use of the technology, at
Contractor's expense, provide for' the installation and maintenance of any new
equipment and for any specialized environmental requirement related thereto.
Responsibility for such specialized' environmental requirements shall be agreed upon by
the Parties.
Section 2.04
AVAILABILITY OF SERVICES
The Services to be provided under this Contract will be made avatlable by
Contractor as directed by DOC.
PART Ill. - RATES AND COMMISSION
Section 3.01
RATES
Neither DOC nor any State Entity shall have any liability for the payment of the
calls placed from the offender phones. Neither DOC nor any State Entity shall be liable
for" any costs or expenses in connection with the Services hereunder, it being
understood that all compensation to Contractor for rendering the Services hereunder
shall be from the amounts charged by Contractor to the. users of the offender phones.
The rates and prices for the Services described in Appendix 3.1 shall be the total costs
to users of the offender phones, excluding applicable taxes or tariffed surcharges as
required by the State PUC or FCC, such Services shall be complete (Le., Turnkey), and
any unspecified costs or expense for such Services shaH be bome by Contractor.
The rates, prices and charges for the Services as described in Appendix 3.01
shall be the, maximum rates, prices and charges that may apply during the Initial Term
of this Contract. Upon mutual agreement of the Parties after the Initial Term of this
Contract, such rates, prices and charges shall be reviewed by DOC and Contractor to
determine if they should be modified based upon, among other factors, technology
changes, Commission payable under the next section, capital investment by Contractor,
and revenues and profitability to Contractor of the operation of the offender phones.
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Section 3.02
COMMISSION
ln consideration of Contractor being given the opportunity under this Contract to
render the Services, and DOC's agreements contained in this Contract, Contractor shall
pay to DOC the fees described in Appendix 3.01 (the "Commission"). Except for the
Commission payable by Contractor to DOC, Contractor shaH not be liable to DOC or
any State Entity for any commissions or fees with respect to the Services Tendered by
Contractor under this Contract:
Contractor will pay the Commission directly to DOC, and shall notify the DOC
program administrator in writing of the amount and date of each such payment when
Contractor pays the same. DOC wilf provide to Contractor the address for DOC to which
the. Commission sha!l be paid. Contractor shalf pay the Commission owed by Contractor
hereunder to DOC on a quarterly basis, payable on or before the 30th day of January,
April, July and Octc:iber of each calendar year during the Term. The first quarter's
commission shall be prorated upon execution of the Agreement, payable at a daily rate
of thirteen thousand nine hundred and seventy-two dollars and sixty cents ($13,972.60).
Any Commission not paid to DOC when due shall bear interest at the rate· of one
percent (1%) per month or, if less, the maximum rate allowed by law, until the same is
paid in full.
Section 3.03
TAXES - FEDERAL AND LOCAL
Neither DOC nor any. State Entity will be liable for any taxes accruing or· coming'
due as a result of this Contract, whether federal, State, or local, and Contractor shall be.
responsible for any such taxes.
PART IV. - TERM.
The initial term of this Contract is from the Agreement's execution date through
December 31, 2009 ("Initial Termll). Unless terminated earlier, at the end of the Initial
Term and each one (1) year period thereafter until December 31, 2014, the term of this
Contract shall automatically renew for an additional one (1) year term, on the same
terms and conditions contained in this Contract (or as contained in the Contract as it
exists immediately before the end of the then current term), for up to five (5) successive
one (1) year renewals (all such renewal terms are referred to collectively as the
"Extended Term"), unless either Party delivers, via certified mail,' RETURN RECEIPT
REQUESTED, written notice to the other Party of its desire to terminate the· Contract,
sent at least one hundred eighty (180) days· prior to the last day of the then current
Term of this Contract. lf either Party delivers any such notice of its desire to terminate,
the Term of this Contract shall automatically terminate on the last day of the then
current Term of this Contract. The foregoing notwithstanding, the Term of this Contract
cannot be extended beyond December 31, 2014 without the written agreement by both
DOC and Contractor.
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PARTV. - PART REPRESENTATIONS AND WARRANTIES
Section 5.01
CONTRACTOR'S REPRESENTATIONS AND WARRANTIES
Contractor makes the following representations and warranties for the benefit of
DOC:
(a)
Contractor is a limited liabitity company, duly organized, validly existing
and in good standing under the laws of the State of Delaware, and has the corporate
power to carry on its business as it is now being conducted mid currently proposed to
be conducted. Contractor is qualified as a foreign corporation to do business, and is in
good standing, in the State of Washington. Contractor is fully licensed and registered
with the Washington Utilities and Transportation Commission to provide the Services.
Contractor's registered agent for service of process in the State of Washington is
Corporation Service Company.
.
(b) Contractor has the right, power and authority to enter into, and perform its
obligations under this Contract. This Contract has been executed by a representative of
Contractor who is authorized to make a commitment on behalf of Contractor.
(c) Contractor has delivered to DOC (i) certifications issued by the applicable
governmental authorities evidencing Contractor's authorization to conduct business· and
render the services in the State of Washington; and (ii) a certificate signed by an officer
of the Contractor who is the Secretary or Assistant Secretary of Contractor certifying the
incumbency and specimen signature of the Person that executed this Contract on
behalf of Contractor, that all corporate action necessary to authorize Contractor's
execution, delivery and performance of this Contract has been taken, and that this
Contract has been duly executed and delivered by Contractor..
(d) Contractor has taken all requisite corporate action to approve execution,
deiivery and perfoiinance of this Contract. This Contract constitutes a legal, valid and
binding obligation upon Contractor, enforceable against Contractor in accordance with
its terms and conditions. The fulfillment of Contractor's obligations hereunder will not
constitute a material violation of any existing applicable law, rule, regulation or order of
any governmental authority. All necessary or appropriate public or private consents,
approvals, permissions, agreements, licenses or authorizations have been obtained in
timeJy manners which are necessary for Contractor to enter into and to perform its
obligations under this Contract.
(e) There is no outstanding) pending or to ·the best of Contractor's knowledge,
threatened, litigation, order, judgment, or Proceeding, involving or affecting this
Contract, the Service~, or Contractor's ability to perform its obligations under this
.
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(f) To the best of Contractor's knowledge, no representation or warranty made
by Contractor contained in this Contract and no statement by Contractor contained in, or
information or documents delivered to DOC by Contractor in connection with, the
Solicitation, the Response, or this Contract or otherwise supplied by Contractor to DOC
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contains any untrue statement of a material fact or omits to state a material fact
necessary to make such statements, inrormation or documents, in light of the
circumstance under which they were made, not misleading.
(g) This Contract is for the provision by Contractor of services, and not the
purchase of hardware, software or other equipment or goods. In order to deliver the
Services and perform its obligations under this Contract, neither DOC nor any State
Entity must purchase any hardware, software, or other equipment or goods, and
Contractor is not selling any of the same under this Contract. Contractor shall own all
equipment. DOC shall have no ownership of the Contractor's and its Subcontractor's
Equipment. All data on the Recording Media shall be owned and controlled by DOC.
Section 5.02
DOC'S REPRESENTATIONS AND WARRANTIES
DOC makes the fol/owing representations and warranties for the benefit of
Contractor:
)
(a).DOC has the right, power and authority to enter into, and perform its.
obligations under this Contract.
,.
!
(b) DOC has taken all requisite administrative action to approve execution,
delivery and performance of this Contract. This Contract constitutes a legal, valid and
binding obligation upon DOC, enforceable against DOC in accordance with its terms
and conditions.
.
(c) The fulfillment of DOC's obligations hereunder will not constitute a material
violation of any existing applicable law, rule, regulation or order of any governmental
authority.
(d) There is no outstanding or pending litigation, order judgment, or Proceeding,
involving or affecting DOC's ability to perform its obligations under this Contract.
PART VI. - COVENANTS
Section 6.01
CONTRACTOR'S PERSONNEL
General: Contractor shall exercise due care to choose and manage its personnel so
that only suitably responsible, professionally competent, and disciplined
representatives shall be operating in DOC facilities, many of Which have sensitive
and critical activities. Neither DOC nor any State Entity shall be responsible for any
injury or other loss suffered by Contractor or Subcontractor personnel in a DOC
facility arising out of a riot or hostage situation unless it is due to the gross negligence
or willful acts or omissions of DOC, its employees or agents. Contractor personnel
requiring access to DOC facilities shall be subject to background checks by DOC or
other law enforcement agencies. Contractor will meet all requirements of Part 68,
FCC Rules and Regulations (47 CFR 68) regarding affidavits and manufacturer's
authority requirements for installer personneL Contractor personnel seeking access
to DOC fa ci Ifties shall be subject to DOC policies and reqUirements regarding
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background investigations, criminal convictions, and entrance to DOC facilities. The
Parties acknowledge that it is DOC policy to require advance notice and advance
cfearance for entry into all DOC facilities.
Key Personnel: Contractor acknowledges and agrees that DOC and Contractor are
entering into this Contract-for critical services because of the Contractor's stated
ability to provide the Services for offender phone service. Because of the need for
DOC to be assured that Contractor's personnel are highly qualified and skilled in the
special qualification areas pertaining to the Services, and have the ability to
understand and be responsive to DOC needs, the Contractor in good faith will make
every effort to meet DOC's needs in this Section.
As of the commencement of this Contract, Key Personnel are identified in
Appendix 6.01.2 attached hereto.
Key Personnel shall not delegate long term or permanent performance of the
management powers and responsibilities he/she is required to provide under this
Contract to another (other) Contractor employee(s) without first obtaining the written
consent of DOC.
.
Further, Contractor shall make every attempt to not re-assign or transfer -any-Key
Personnel to other duties or positions such that the Key Personnel is (are) no longer
available to provide DOC with his/her (their) expertise, experience, judgment, and·
personal attention, and will make every attempt to notify DOC prior to such re:assignment or transfer. In the event Contractor requests that DOC approve a reaSSignment or transfer of any Key Personnel, DOC may, at Contractor's discretion;
interview, .review the qualifications of, and approve or disapprove the proposed
replacement(s) for such Key Personnel. DOC approval of changes in Key Personnel,
when requested will not be unreasonably withheld. .
Personnel Background Checks: Contractor warrants that it has appropriate
procedures for screening employee criminal history and for addressing employee offduty misconduct, including a criminal history screening process for all its employees,
and has a process for reviewing employee off-duty misconduct. Contractor further
warrants that any such screening procedures or processes are and shall be in
compliance with all State and federal laws, including, but not limited to, the Fair Credit
Reporting Act (15 U.S.C. Section 1681). Contractor's personnel who work on the
Services will be subject to this screening and review process. Before beginning such
work, Contractor shall ,submit to all of Contractor's personnel who are proposed to
have access to DOC facilities written requests for permission to conduct background
checks, including criminal history verification. If any such personnel refuse permission
or elect to avoid participation in any such background check, at the option of DOC,
Contractor will replace such Person with a qualified employee who is w[lling to
participate in· these background checks. In addition, DOC or other law enforcement
agencies may, but are not obligated to, do background checks, including criminal
history verification, on some or all of the Contractor's personnel proposed to have
access to the DOC facilities. Without limiting the foregOing, any of ~ontractor's
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personnel proposing to enter a DOC facility may be subject to a screening through
the Washington State Patrol database, the results 'of which are acceptable to DOC in
its sole discretion. If DOC conducts any sUch Washington State Patrol screening,
DOC shall comply with the requirements of the Fair Credit Reporting Act, if
applicable. Personnel with backgrounds deemed unsuitable by DOC will not be
acceptable for support of these services, and Contractor will be requested to provide
alternatives.
Criminal Convictions: If during the term of the Contract, it becomes known to
Contractor that any of Contractor's personnel or applicant for employment by
Contractor in connection with rendering the Services hereunder has had a criminal
conviction, that information, with as much supporting detail as is reasonably
available, will be submitted to DOC for review, and the personnel involved will be
suspended from working on this Contract or, in the case of an applicant, will not be
assigned by Contractor to work on this Contract. Such personnel may only resume
work on this Contract or, in the case of an applicant; may only be assigned by
Contractor to work on this Contract, if DOC grants express written permission.
Contractor Personnel: Should DOC expressly approve Contractor personnel with
. criminal records, and it becomes known to Contractor that a status change, such as
violation of parole or probation term has taken place, it is the responsibility of
Contractor to immediately notify DOC and seek written permission to continue use of
subject personnel.
Failure to Notify: Without limiting .the other remedies available to DOC for this or any
other breach by Contractor under this Contract, should Contractor fail to notify DOC,
when Contractor learns of the same, of personnel with criminal arrest or conviction'
. records, or any status change, or be unable to provide suitable personnel, with
respect to personnel working on DOC systems, DOC may terminate the Contract for
cause under·Section iO.01
Unacceptable Personnel Notification: DOC may notify Contractor when it finds any
Key Personnel or other Contractor personnel, or proposed replacement therefore,
unacceptable for any lawful reason relating to the provision of the Services, including
but not limited to DOC's reasonable determination that he or she is not qualified to
perform the work to which he or she is assigned. Upon receipt of such notice,
Contractor shall within ten (10) business days review the matter with DOC and,
unless otherwise. agreed upon by the Parties, promptly transfer or otherwise remove
such Contractor's personnel from working (or if a proposed replacement, not assign
such Contractor's personnel to work) on the Services. Upon receipt of a notice from
DOC that any Contractor 'personnel do not meet DOC requirements regarding
entrance into any facilities of any correctional institution, such personnel shall be
removed, immediately from such facilities.
Subcontractor Personnel: The proVisions of this Section, including but not limited to,
Contractor's obligations hereunder, shall also apply to personnel of any
Subcontractor in the same manner as applicable to Contractor.
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Section 6.02
REGULATORY APPROVAL
If this Contract is now or in the future subject to the approval of applicable state
or federal regulatory bodies, the Parties shall be relieved of their obligations thereunder
if regulatory approval is denied; or, at the sole discretion of DOC, those parts of the
Contract upon which the denial was based may· be renegotiated and the Contract
amended to reflect the result of those renegotiations. Without limiting the other
remedies available to DOC for this or any other breach by Contractor under this
Contract, if any regulatory approval required to allow Contractor to provide the Services
and otherwise satisfy its obligations under this Contract is not received which causes
Contractor to breach any obligation under this Contract, DOC may, at its sole discretion,
terminate immediately this Contract and obtain service from another party. A decision to
terminate the Contract under these conditions shalf bear no penalty for DOC or any
obligation by DOC to Contractor.
Where needed, Contractor must make every reasonable effort to obtain any
required regulatory approval, including promptly responding to information and data
requests from the regulatory body. Contractor shall fully cooperate with the Washington
Utilities and Transportation Commission (WUTC). Contractor must promptly notify DOC
of all actions taken to obtain such regulatory approval, including all formal. filings or
informal contacts with the applicable regulatory bodies related to this Contract. To the
extent that it reasonably could assist Contractor in obtaining required regulatory
approval, if any, of the Services to be rendered under this Contract, DOC shall make a
good faith effort to cooperate with Contractor in making filings with applicable regulatory
bodies. So long as Contractor uses all reasonable efforts to obtain any required
regulatory approval, its failure to obtain such approval shall not be deemed a breach of
this Contract.
Section 6.03
COMPLIANCE WITH APPLICABLE LAWS
Contractor shall comply with, and shall cause all Subcontractors to comply with,
all federal, state and local laws, regulations, rules, executive orders and ordinances,
whether now existing or hereinafter enacted, as the same may be amended or modified,
in connection with the Services under this Contract or the performance of Contractor's
obligations under this Contract. Without limiting the generality of the foregoing,
Contractor agrees to comply with, and shall cause all Subcontractors to comply with: (i)
the constitution of the State of Washington; (Ii) all federal and state civil rights and
rehabilitation statutes, rules and regulations, the Civil Rights Act of 1964 (78 Stat. 252),
the Regulations of the Department of Health and Human Services issued according to
that Act, and proVisions of Executive Order 11246, Equal Employment Opportunity,
dated September 24, 1965, as amended; (iii) Section V of the ·Rehabilitation Act of
1973; (iv) the Americans with Disabilities Act; (vi) all applicable state and federal iaws,
local rules, regulations, and ordinances of cities, counties, municipalities, and local
taxing districts, the National Electrical Code, Parts 15 and 68 of the FCC's Rules, and
the rules, regulations, and tariffs of all authorities having jurisdiction over the Services to
be installed and provided under this Contract (provided, however, that this does not
relieve Contractor of the responsibility to comply with the Specifications if the
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Specifications exceed the laws, regulations, and ordinances); (vi[) the provisions of any
federal, state, or local statutes, ordinances and regulations dealing with the prevention
of environmental pollution and the preservation of natural resources that affect the
provision of the Services under this Contract; (viii) the provision of State laws relative to
prevaiiing wage rates; and (fx) all regulations and administrative rules established
pursuant to the foregoing laws.
No claims for payment to Contractor or reduction in Commission paid to DOC will
be approved for changes required to comply with codes, ordinances, laws, tariffs, and
regulations in effect on the date hereof or enacted in the future, as the same may be
amended or modified, which apply to the Services provided under this Contract.
Contractor will not be responsible for changes required by existing or future codes,
ordinances, laws, tariffs, or regulations which apply to the facilities at which the Services
are provided (Le., buUding, fire, safety and electrical codes).
Without limiting all other remedies available to POC in connection with such
breach, Contractor's or any Subcontractor's failure to comply with such requirements
shall constitute a breach of contract and shall be grounds for termination of this Contract
by DOC for cause. In addition to and without limiting all other remedies available to
DOC in connection with such breach, Contractor shall be Hable for any Loss resulting to
DOC from such noncompliance.
Section S.04
PERMITS
Contractor shall obtain and pay for all necessary permits, official licenses and
inspections, certificates of authority, and other official approvals necessary for the
provision of the Services under this Contract.
Section S.05
RELEASE OF OPINIONS
Contractor acknowledges and agrees that DOC and its representatives reserve
the right to provide their opinions publicly and privately to third parties regarding
Contractorts performance under this Contract.
Section6.0S
INTELLECTUAL PROPERTY RIGHTS
Contractor warrants that the Services, and al[ products. Equipment and support
related thereto, do not infringe upon, violate or result in the misappropriation of any
United States or foreign patent, copyright or trademark, any trade secret, utility model,.
industrial design or mask work, or any other proprietary or intellectual property right of
any third party. Provided that Contractor fully performs its obligations under this Section,
the exclusive remedy for a breach of the foregoing warranty shall be the indemnification,
defense and hold harmless provided herein below; provided, however, that this
sentence shall not limit DOC's right to terminate this Contract and recover damages as
described herein after.
Contractor shall indemnify, defend and hold harmless each and every
Indemnified Party from any claim that the Services, or any product, Equipment or
State of Washington
Department of Corrections
CDC06840
Page 12 of 33
support related thereto, infringes upon, violates or results in the misappropriation of any
United States or foreign patent, copyright or trademark, any trade secret, utility model,
industrial design or mask work, or any other proprietary or intellectual property right. All
of the terms of Section 9.02 below shall apply to any such claim, including but not
limited to, the obligation to not[fy Contractor of such claim.
Contractor shall be responsible for, and shall indemnify each Indemnified Party
from, any and all losses suffered or incurred by DOC from any claim that the Services,
or any product, Equipment or support related thereto, infringes upon, violates or results
in the misappropriation of any United States or foreign patent, copyright or trademark,
any trade secret, utility model, industrial design or mask work, or any other proprietary
or intellectual property right. Without limiting the foregoing, Contractor shall pay all costs
and expenses of the defense of any such claim, any settlement, and any costs,
expenses and damages awarded by any court, arbitrator or other entity against any
Indemnified Party.
If the use of any of the Services by DOC shall be prevented by preliminal)' or
permanent injunction, DOC shall have the right to immediately terminate this Contract
and to recover from Contractor all actual or general damages and costs suffered or .
incurred by DOC in connection with such matter, including, but not limited to,. all costs
and expenses of DOC in obtaining replacement services for such Service' .and all
attorney's fees and costs.
Contractor has no obligation for any claim of infringement arising from:
(i) Contractor's compliance with any designs, specifications or
instructions of DOC; or
(ii) Modification' of the Services by someone other than Contractor or
as caned for by Appendix 2.01 by DOC.
Section 6.07
DOC DATA / WORK PRODUCT.
DOC Data: During the Term of this Contract, Contractor shalt own a[l Equipment,
including the Recording Media, and DOC shall have no ownership of Contractor's or any
Subcontractor's Equipment. To the extent that any Recording Media is in the
possession of Contractor or any Subcontractor, DOC personnel shari have sufficient
access to the data thereon to ~:mable them to retrieve information for security and
investigative purposes. 80th before and after installation of Contractor's and any
Subcontractor's Equipment, all risk of loss, or damage to, the Equipment shaH be on
Contractor and DOC shall bear no risk of loss regarding the EqUipment, unless such
loss is due to the negligent or willful acts or omissions of DOC, its employees,
customers or agents.
DOC shall own and hold all rights with respect to the data contained on the
Recording Media. DOC shall provide a secure environment for the Recording Media in
its possession and shall use due care in processing and handHng the Recording Media
State of Washington
Department of Corrections
CDC06840
Page 13 of33
in DOC's possession. All risk of loss, or damage to, the Recording Med(a and the data
contained thereon (including any information that is corrupted, iost, damaged, or cannot
be accessed) shall be on DOC and Contractor shall bear no risk of loss regarding the
Recording Media and the data thereon, unless such loss is due (i) to the negligent or
willful act of omission by Contractor, a Subcontractor, or their employees or agents, (ii)
to a defect in the Recording Media not caused by DOC (e.g., OAT tape not properly
formatted), or (iii) to a malfunction or defect in the Monitoring and Recording Systems
equipment or software.
Section 6.08
INSURANCE
Except as otherwise set forth herein or agreed to in wrIting by DOC and
Contractor, Contractor agrees to maintain adequate and customary coverage for
Workers' Compensation, Commercial General Liability, Automobile Uability, and Jist the
DOC and State as an additional insured on its Certificate of Insurance which must be
provided to the DOC on an annual basis. Contractor shall cause all Subcontractors to
maintain insurance which is typically maintained by companies engaged in such
business as providing the Services, provided further that such insurance shall be of
such types, in such amounts, with such terms and conditions and with such insurers as
are acceptable to DOC. Contractor shaH obtain, at Contractor's expense, and keep in
effect during the term of this Contract, property insurance covering all risks, including
fire, covering the Equipment, insuring at least the replacement value of the Equipment.
All insurance policies called for by this section shaH contain waivers of subrogation
clauses acceptable to DOC.
Section 6.09
PROJECT MANAGEMENT
By prior written notice to DOC, Contractor shall name and make responsible for
the provision of offender phone services, a competent manager, and with such other
quailfications as DOC may request ("Managern), who shall be Contractor's single point
of contact and represent Contractor in connection with the scheduling, delivery and
general provision of the Services to be rendered under this Contract. Contractor may
change the Manager by written notice to DOC of such change. DOC may reject or
request a replacement for the Manager(s) for cause upon mutual agreement between
the Parties, and Contractor may comply with DOC's request.
Section 6.10
INDEPENDENT STATUS OF CONTRACTOR/NO PARTNERSHIP
Any statements to the contrary contained in this Contract, the Solicitation or the
Response notwithstanding, (i) the Services to be rendered under this Contract are those
of an independent contractor, (ii) Contractor is not an officer or employee or agent of
DOC, (iii) the Parties will be acting in their individual capacities and not as agents,
employees, partners, joint venturers, or associates of one another, (iv) no partnership or
joint venture between Contractor and DOC, or any other State Entity is created by this
Contract, and (v) the employees or agents of one Party shall not be deemed or
construed to be the employees or agents of the other Party for any purpose whatsoever.
State of Washington
Department of Corrections
CDC06840
Page 14 of33
Section 6.11
SUBCONTRACTOR'S AUTHORITY
Contractor shall be responsible to DOC for the acts and omISSIons of all
Subcontractors and of Persons directly or indirectly employed by them, including, but
not limited to, the quality and quantity of all work performed by aiL Subcontractors and all
persons directly or indirectiy: employed by them, and for the acts and omissions of
Persons employed directly by Contractor for satisfactory performance under this
Contract.
On the date hereof, the Subcontractors under this Contract are those Persons
listed on Appendix 6.11 attached hereto. Contractor shall provide to DOC) at least thirty
(3~) days written notice prior to the effective date of start of work for a new
Subcontractor or the addition of any new Subcontractor or change in any Subcontractor
from those listed on Appendix 6.11. DOC shall not unreasonably or without cause
withhold approval of the requested change. DOC shall have the right to request that
Contractor use some other Subcontractor. DOC may, but is not required to, request
reasonable information, similar to that required of Contractor, to qssess the acceptability
of any (lew Subcontractor or change in Subcontractor. Such information shall include,
without limitation, complete and accurate copies of all proposed subcontracts between
Contractor and any new Subcontractor. Request by DOC for removal of a Subcontractor
shall not be grounds for changing Contract pricing. Any obligation of Contractor,
including, but not limited to, obligations of Contractor to its employees, independent
contractors or personnel, contained in this Contract shall be deemed to inc;:lude an
obligation by Contractor to cause all Subcontractors to comply with the same obligation
as if the Subcontractors were named as "Contractor" under this Contract.
Section 6.12
CONFORMITY TO SPECIFICATIONS
The Services provided shall be in strict conformity with the Specifications and
with such instructions as shall fiOm time to time be given by DOC and mutual
agreement between the Parties. If the instructions and Specifications contained in this
Contract, all Written Authorizations , and all exhibits and attachments hereto and thereto
are not sufficiently clear to permit Contractor to proceed with installing or providing the.
Services, DOC will, either upGln its own motion or upon request from Contractor, furnish
additional instructions, together with such additional Specifications as may be
necessary. When Contractor makes such request, it must be made in ample time to
permit the preparation of the instructions and Specifications before the information is
required by Contractor to meet the implementation schedule. Such additional
instructions and Specifications shall be consistent with this Contract, all Written
Authorizations, and all exhibits and attachments hereto and thereto, and shall have the
same force ·and effect as if contained in this Contract, all Written Authorizations, and all
exhibits and attachments hereto and thereto.
Section 6.13
COORDINATION WITH OTHERS
Contractor shall coordinate the installation, testing, and acceptance of the
Services with DOC and its other contractors, and they shall coordinate their work with.
State of Washington
Department of Corrections
CDC06840
Page 15 of33
Contractor's work so as to facilitate the installation, testing, cutover, and provision of the
Services. Contractor shall be responsible for all means, methods, techniques,
sequences, and procedures, and for coordinating all portions of the work under this
Contract. Contractor shall work cooperatively and professionally with DOC and its other
telecommunications contractors, including consultants, with regard to interfacing,
installing, testing·, cutover, fault isolation, and repair of operating deficiencies in the
Services.
Section 6.14
BUILDING AND FACILITY ACCESS
Contractor will be responsible for keys, if provided by DOC, and Contractor and
its personnel shall have access to DOC buildings and faciJ[ties~ In order to be furnished
keys and other necessary access arrangements, Contractor personnel will be required
to comply with any reasonable access requirements. Contractor personnel seeking
access to DOC facilities shall comply with aU DOC requirements regarding entrance to
those facilities, including but not limited to requirements that such personnel make
advance arrangements with the DOC institution to be visited and be escorted by DOC
personnel while in DOC facilities. Based on safety considerations and security of DOC
staff and personnel of Contractor, DOC shall have the right to deny access in its sole
discretion. For purposes of determining Contractor's performance under this Contract,
such denial of access shall be considered a Force Majeure Event (as discussed in
Section 11.12), except jf such denial of access is caused by a failure by Contractor to
provide reasonable advance notice to DOC seeking access or to comply with any other
reasonable access requirements.
Section 6.15
CONTRACT MANAGER AND EXECUTIVE REVIEW
Contract Manager: DOC shall assign a Contract Manager to be the first point of
contact regarding any and all issues pertaining to this Contract. Contractor shall assign
a singular management PeiSon as the Contract Manager to be the first point of contact
regarding any and all issues pertaining to this Contract (except for those areas under
the Manager(s)' responsibili~' described in Section 6.11). The initial Contract Managers
are as follows:
DOC Contract Manager: Don Wilbrecht.
Contractor's Contract Manager: JoannaHoward
Each Party may change lts Contract Manager by written notice to the other Party
of such change.
Dispute Resolution Pane!: Should a dispute regarding this Contract arise, it shall
first have been addressed at the Contract Manager level, and if found to be
unresolvable) it must then be submitted to a panel composed of two executive level
principals from each Party (the "Dispute Resolution Panel"). At least one principal from
each Party shall be of senior management level, neither principal shall be the Contract
Manager, and one or more will have the authority to enter into. an agreement resolving
State of Washington
Department of Corrections
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Page 160f33
the dispute. The principals shaH meet within ten (10) days of receipt of a written request
by either Party in an effort to settle the dispute. The Parties may agree to include any
third parties in these negotiations and to implement any other procedures or rules that
they mutually agree will benefit the resolution process. Should this step of dispute
resolution be unsuccessful, the Parties shall submit the dispute to mediation as set forth
in Part XI.
Section 6.16
EQUIPMENT
FSH wiH provide offender telephones as described in its proposal over the course of the
contract. FSH offender equipment standards are to provide offender telephones within a
facility in one of the following manners: secured to a wall; secured to a waH with a
writing shelf; secured to pay telephone pedestal or stand alone enclosure. In all cases
the installation will be done is such a manner that the material wi[! not be easily
removed through normal wear and tear; and will be replaced at any time should there
be a material breakdown of equipment or offender telephone instrument. [t is
understood that FSH stocks the offender telephones and enclosures described herein
and in the proposal; and as such are considered FSH Standard. Any request for
customized eqUipment will be discussed between the parties to assess the cost impact
to FSH or the State.
Contractor shall own all Equipment and Recording Media. DOC shalf have no
ownership of the Contractor's and its SubcontracTor's Equipment. All data on the
Recording Media shall be owned and controlled by DOC.
Section 6.17
DOC PROVIDED EQUIPMENT AND FACILlT[ES
DOC will provide at its own expense certain equipment and facilities to support
the Services covered by this Contract e.g. adequate floor space, wire cable and conduit,
electricity (in the proper voltage), wall space, and support structures; provided, however,
that such DOC provided equipment and facilities shall be limited to those items of
equipment and facilities, if any, identified in the Response and mutually agreed in writing
to be the responsibility of DOC before execution of this Contract, or as agreed to herein.
If DOC, in its sole discretion, elects in writing to provide such equipment and facilities,
DOC will assume responsibility for providing it unless otherwise agreed. Should
additional requirements for DOC provided equipment and facilities for the Services arise
beyond that which DOC elects in writing to be responsible for, the Parties will negotiate
how the additional costs will be handled.
The Parties may, by mutual agreement, maximize capacity and functionality of
equipment, facility and infrastructure activities such as installation of wiring through
collaboration in planning and sharing of costs.
Section 6.18
DOC COVENANTS
DOC agrees to:
State of Washington
Department of Corrections .
CDC06840
Page 17 of33
(a) Provide appropriate cable and wiring support infrastructure, electric power
(proper voltage, as required) and adequate wall space to mount offender phones. In the
event DOC is not the owner of the premises, DOC will, where necessary, obtain
permission from the building owner or ownerTs agent for the placement of offender
phones, and shall be responsible for any fees for use of required riser cable and
electrical power. Access to offender phones by offenders shall be available at such
times, as DOC shall determine in its sole discretion.
(b) Maintain the area around the offender phones ensure safe and ready access
by the offenders or Contractqr's personnel.
(c) Allow Contractor access to perform maintenance during the established·
business hours of accessibility agreed to by DOC and Contractor, except where
accessibility must be denied to ensure the safety of Contractor personnel andlor to
maintain institutional control.
(d) Upon proper prior notification from Contractor following DOC guidelines, DOC
shall provide adequate and timely escort service for Contractor and Subcontractors for
DOC facilities.
(e) Be responsible for providing, at its expense, any necessary equipment
required to allow Contractor or Subcontractors the ability to provision dial tone or
workstation connectivity over DOC provided fiber. This equipment may include media
converters, multiplexers or other ancillary equipment.
(f) Notify Contractor in advance of anticipated new or remodel facility project to
ensure that the desired Offender Phone equipment and services are appropriately .
located in, and configured for, the location. It is understood that standard equipment, as
described in Appendix 1.01 Definitions - EqUipment, will be installed at existing or
\
anticipated facilities during the contract term. Requests for customized equipment will
be discussed between the Parties; provided that the Parties mutua[1y agree that such
customized equipment does not materially increase Contractor's costs of rendering the
Services.
;
(g) As the DOC intends to utiHze its own state-owned workstations, at a future
date when the state's Information Technology organization completes its upgrade of
internal systems and infrastructure; until such time as said state-owned workstations are
functional FSH will provide the DOC with approximately thirty-three (33) workstations for
their use to access the Focus 100 system. Workstations come equipped with the
necessary hardware and software to enable access and use of the Focus 100 system.
Each workstation will include a monitor, printer, UPS (uninterrupted power supply),
headphones and CD burner. The workstations will be returned to FSH in satisfactory
condition, less normal wear and tear, and must be returned in the same configuration as
supplied (e.g. if workstation is provided with a flat panel monitor, same monitor must be
returned with the workstation).
State of Washington
Department of Corrections
CDC06840
Page 18 of 33
EMERGENCIES
Section 6.19
In an Emergency where there .is potential loss of life or danger of destruction of
property Contractor shall immediately contact the DOC responsible for the facility
·related to the affected Service, via telephone, paging and confirmatory email or fax. In
an Emergency where there is a potential danger of destruction of a material portion of
Contractor's EqUipment, the DOC located shall notify Contractor, as soon as reasonably'
possible, of such Emergency, if DOC is aware of such Emergency, via telephone,
paging and confirmatory ema[] or fax. In the event of an Emergency, Contractor wi![
make evelY attempt to' fix the problem within four (4) hours or sooner of the problem
being reported to Contractor as an Emergency.
RECORDS MAINTENANCE! ACCESS
Section 6.20
Contractor shall maintain all fiscal records relating to this Contract in accordance
with generally accepted accounting principles. In addition, Contractor shall maintain any
other records pertinent to this Contract in such a manner as to clearly document
Contractor's performance hereunder. Contractor acknowledges and agrees that DOC
the Washington State Auditor's Office, the Federal Government, and their duly
authorized representatives sha[J have access to such fiscal records and to all other
books, documents, papers, plans and writings of Contractor that are pertinent· to this
Contract for the purpose of performing examinations and audits, and making excerpts
and transcripts. All such fiscal records, books, documents, papers, plans, and writings
shall be retained by Contractor and kept accessible for a minimum of six (6) years
following final expiration of the term of this Contract and all extensions, except as
required by law to be held longer, following final payment and termination of this
Contract and all extensions, or until the conclusion of any audit, controversy or litigation
arising out of or related to this Contract, whichever is later. Contractor sha][ make these
records available to DOC, the Washington Auditor's Office,the Federal Government,
a'nd their duly authorized representatives for inspection at Contractor's deSignated
facility upon thirty (30) days written notice to Contractor of such intention, provided,
however, that Contractor shall deliver to requesting entities or persons, within such thirty
(30) .days; those records that are necessalY to determine compliance with Contractor's
obligations under this Contract.
Section 6.21
ASBESTOS AND HAZARDOUS SUBSTANCES
DOC shan, in good faith, disclose to Contractor any known asbestos or other
hazardous substance at any location where Contractor is providing Services under this
Contract. If Contractor discovers hazardous substances at any DOC facility, Contractor
may suspend the performance of the related Services at such facllity until removal or
containment of such hazardous substances has been completed and approved by the
appropriate govemmental agency, or until such agency has confirmed that no such
removal or containment is necessary. Contractor's performance obligation shall be
extended to the extent any delay is caused by clean up or removal of hazardous
substances. In no event shall Contractor be responsible for the removal of hazardous
State of Washington
Department of Corrections
CDC06840
Page 19 af33
substances found on any site where Contractor shall be required to perform Services.
As between Contractor and DOC, any such removal shall be the responsibility of DOC.
Section 6.22
DOC ACCESS TO OFFENDER CALL RETRIEVAL AND PLAYBACK
EQUIPMENT AFTER EXPIRATION OR TERMINATION OF CONTRACT
Six (6) months following the expiration of the Term of this Contract, DOC shall
have access and use, at no cost to DOC, of appropriate equipment for handling,
retrieving, playing ba'ck, and recording preexisting offender calt message activity.
However, if DOC deems it necessary to have access and use to equipment for
handling, retrieving, playing back and recording preexisting offender call message
activity the DOC will be responsible for any maintenance or repair costs provided that
DOC shall select and engage the vendor(s) to conduct any such maintenance or make
any such repairs: Upon expiration of such the six (6) month period Contractor at its
expense will collect the components.
Within ninety (90) days following the expiration of the Term of this Contract, DOC
shall take possession and control of the Recording Media and shall be solely
responsible for the handling, transportation and storage thereof.
Section 6.23
TRANSITION RESPONSIBILITIES OF CONTRACTOR
Upon expiration or termination of this Contract, should DOC awar.d any
succeeding contract for offender telephone service to a vendor other than the
Contractor, Contractor agrees to cooperate fully and in all respects with DOC and the
new contracted vendor in accomplishing an efficient and effective transfer of
responsibilities.
PART VII. - WARRANTIES AND PERFORMANCE GUARANTEES
Section 7.01
General Warranty
Contractor warrants, that the Services, the Equipment and all software used in
rendering the Services shall conform to the requirements contained in this Contact and
the Solicitation, including, but not limited to, the Specifications ( the relevant Written
Authorization(s), and all exhibits and attachments hereto and thereto, and shall be
performed in a professionally diligent manner by qualified personnei ("Satisfactory
, Work"). In addition to and without limiting any other warranty contained in this Contract,
the Services shajJ conform to the Specifications described in the Responses and all.
attachments thereto. Contractor warrants that the Services and the use' of the
Equipment shall meet the manufacturer's and vendor's specifications. Contractor also
warrants that (i) the Services, the Equipment, and all software used in the rendering of
Services, contains no computer instructions, circuitry or other technological means
whose purpose is to disrupt, damage or interfere with DOC's use of its computer or
telecommunications, system or facilities, and (ii) the Services, the Equipment and all
software used in rendering of the Services will be installed and will perform in a manner
State of Washington
Department of Corrections
CDC06840
Page 20 of33
that will not disrupt, damage or interfere with DOC's or any State Entity's use of its
computer or telecommunications systems or facilities.
Section 7.02
EQUIPMENT
In addition to and without limiting the other warranties contained in this Contract,
(i) the Equipment shall be in good working order and will conform to Contractor's official
published specifications, and (ii) all Equipment shall be new or "Like-New", except for
Equipment already in place and previously installed under prior contracts between DOC
and Contractor.
In addition to and without limiting any other warranty contained in this Contract,
the Equipment shall conform to the Specmcations described in the Solicitation, the
Response and this Contract (including, but not limited to, the Specifications contained in
Appendix 2.01 to this Contract). The foregoing notwithstanding, if there exists any
conflict among the Specifications contained in (i) the Response, (ii) the Solicitation, or
(iii) this Contract (including, but not limited to, the Specifications contained in Appendix
2.01 to this Contract), in addition to and without limiting any other warranty contained in
this Contract, the order of precedence to resolve such conflict shaD be the following: (1)
this Contract (including, but not limited to, the Specifications contained in Appendix
2.01); (2) the Solicitation; then (3) the Response. Any such conflict will be resolved by
using the terms most favorable to DOC.
Section 7.03
GRADE OF SERVICE WARRANTY
In addition to and without limiting the other warranties described in this Contract,
Contractor warrants that the Services provided under this Contract will be at a minimum
of P.01 Busy Hour grade of service and otherwise will be provided and performed in
. accordance with all applicable standards of performance established by the
Specifications, this Contract, the Solicitation, the WUTC, and the FCC.
PART VIII. ~ REMEDIES
Section 8.01
LIQUIDATED DAMAGES AND OTHER REMEDIES
Contractor and DOC agree that, upon notification by DOC to Contractor of the
occurrence of any breach by Contractor described in paragraphs (i) through (iii) of
Section 8.01, DOC shall be entitled to collect from Contractor, and Contractor shall be
obligated to pay to DOC certain dollar mounts described below (the "Liquidated
Damages"), and DOC shal[ be entitled to the other remedies described below.
Contractor and DOC recognize that it would be difficult to prove damages in the event of
such breaches. Contractor and DOC agree that (a) the Liquidated Damages are
reasonable in light of the difficulties of proof of loss, the anticipated harm caused by
such breaches, and the inconvenience and unfeasibility of DOC otherwise obtaining an
adequate remedy, (b) the Liquidated Damages represent an estimated amount of the
projected loss or damages that will be suffered by DOC in connection With such
breaches and are not a penalty, and (c) they have reviewed this section with their
State of Washington
Department of Corrections
CDC06840
Page 21 of 33
respective legal counsel, understand its significance, and have specifically negotiated its
terms.
(i) Excluding Force Majeure Events, in the event that Contractor breaches its
obligation to install within an agreed upon time period required under Section 2 . 01 or
repair, or restore working telephone service for, any offender Phone or install, repair or
restore three-way call detection and call disconnection or calt blocking capability, and
Contractor does not cure such breach within 10 days of such breach Contractor shaH
pay to DOC the sum of $21.21 per day per affected Offender Phone, for each day that
such breach is not cured. Without limiting the foregoing, if Contractor does not cure any
such breach within tvventy (20) days of such occurrence, DOC shall have the right, in
addition to the right to collect the amounts described in the prior sentence, to
immediately terminate this Contract.
(ii) Excluding Force Majeure Events, in the event that Contractor breaches its
obligation to provide (a) Monitoring and Recording Services with respect to Offender
phones, or (b) call information retrieval and search capabifities at each institution, the
entire Monitoring and Recording System at that location will be deemed' to be
inoperative. If Contractor does not 'cure such breach within four (4) hours after the
subject problem is reported to Contractor, Contractor shall pay DOC the sum. of $2,500
per day for each day that the breach is not cured or reasonably responded. to with
corrective action plan. Without limiting the foregoing, if Contractor does not cure any
such breach within five (5) days of such occurrence, DOC shall have the right, in
addition t6 the right to collect the amounts described in the prior sentence, to'
immediately terminate this Contract.
(iii) Excluding Force Majeure Events, in the event that Contractor breaches its
obligation to provide networked access to the Monitoring and Recording System at an
institution, the entire Monitoring and Recording System at that location will be deemed
to be inoperative. If Contractor does not cure such breach within five (5) days of such
breach, Contractor shall pay DOC the sum pf $2,500 per day for each day that the
breach is not cured. Without limiting the foregoing, if Contractor does not cure any such
breach within ten (10) days of such occurrence, DOC shall have the right, in addition to
the right to collect the amounts described in the prior sentence,to immediately
terminate this Contract.
The time periods after a breach before which Liquidated Damages or termination
rights apply as described in this Section 8.01 shall control, reg1;:lrdless of any other due
dates contained in this Contract or the appendices hereto.
For any other breach of any of Contractor's obligations under this Contract not
described in paragraphs (i) through (iii) of Section 8.01 above, DOC shall be entitled to
all remedies available under applicable law or in equity, including, but not limited to, the
right to terminate this Contract and to recover from Contractor all actual damages and
costs suffered or incurred by DOC and any State Entity in connection with such matter,
including, but not limited to, all costs and expenses of DOC in obtaining -replacement
services for the Services and all attorney's fees and costs.
State of Washington
Department of Corrections
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Page 22. of 33
Notwithstanding the foregoing, nothing contained herein shall limit Contractor's
liability for personal injury and damage to property caused by Contractor's negligence or
tortuous act.
.
Section 8.02
ADDITIONAL REMEDIES
The remedies described in paragraphs (i) through (iii) of Section 8.01 above are
the exclusive remedies. If DOC with respect to the specific breaches described in such
paragraphs, provided, however that (i) if DOC is entitled to recover any liquidated
Damages, and Contractor does not pay the same to DOC, and in connection with
DOC's enforcement of its rights, a court or other forum determines that such Liquidated
Damages are unenforceable (other than a finding that the breach underlying the
obligation to pay such Liquidated Damages did not occur), Contractor agrees that DOC,
as applicable, shall be entitled torecover any and all actual and consequential damages
(including lost Commission) suffered or incurred by DOC and any other State Entity in
connection with such underlying breach, (ii) DOC shall be entitled to set off from any
amounts DOC owes under this Contract any undisputed Liquidated Damages, other
damages or other amounts owed by Contractqr under this Contract, and (iii) DOC shaH
be entitled to all equitable remedies available, including, but not limited to, specific
perf~nnance.
Section 8.03
CONSEQUENTiAL DAMAGES
Except as provided in Section 8.02, DOC shall not be entitled to recover
consequential damages (including, but not limited to, lost profits) from Contractor for
any breach under this Contract, and Contractor shall not be liable for any lost revenues,
lost profits, lost savings or other consequential damages, arising out of any failure to·
perform its obligations under this Contract. Contractor shall not be entitled to recover
consequential damages (including, but not limited to, lost profits) from DOC for any
breach under this Contract, and DOC shall not be liab!e for any lost revenues, lost
profits, lost savings m other consequential damages, arising out of any failure to
perform its obligations under this Contract.
PART IX. ~ INDEMNITY, LIABILITIES AND RESPONSIBILITIES
Section 9.01
INDEMNITY
Contractor shall indemnify, defend, and hold harmless each and evelY
Indemnified Party from, against and in respect of any and all loss suffered or incurred by
reason of or arising out of (1) any negligent act or omission, or wiHful misconduct, by
Contractor, any Subcontractor, any of their officers, agents or employees, or (2) any
breach of any representation or warranty, or non-fulfillment of any covenant or
agreement, by Contractor contained in this Contract.
Section 9.02
INDEMNIFICATION NOTICE
The DOC shall give notice to Contractor within twenty (20) days after it has
actual knowledge of any third-party claim as to which indemnity may be sought
State of Washington
Department of Corrections
CDC06840
Page 23 of33
Section 9.03
PERSONAL LIABILITIES OF PUBLIC OFFICiALS
In carrying out the ·provisions of this Contract or authority granted by this
Contract, Contractor understands and agrees there will be no liability upon the
employees or officers of DOC, either personally or as officials of DOC, it being always
understood that in such matters they act as the agents and representatives of DOC.
Section 9.04
SURVIVAL
Contractor's obligations under Sections 6.01.2 (Key Personnel), 6.01.3
(Personnel Background Checks), Part VIII (Remedies), Part IX (indemnity, Liabilities
and responsibilities) and Part XI (Miscellaneous) shall survive the termination
(regardless of the cause of termination) or expiration of this Contract
PART X. TERMINATION
M
Section 10.01
DOC RIGHT TO TERMINATE FOR CAUSE
DOC may terminate this Contract immediately upon notice to Contractor, or atsuch later date as DOC may establish in such notice or as required under paragraph (h)
of Section 10.01, without any liability of DOC to Contractor, upon the occurrence of any.'
of the following events:
a) Federal or state laws, regulations or guidelines are modified or interpreted in
such a way that DOC's performance under this Contract or any Written Authorization is
prohibited;
b) Contractor's failure to make any necessary FCC, WUTC or other regulatory
filing within ten (10) days of the date hereof or obtain any necessary FCC, WUTC or
other regulatory approval within thirty (30) days of the date hereof;
c) Contractor no longer holds any license or certificate that is required to perform,
the Services;
d) Any proceeding is commenced which challenges this Contract or the Services.
hereunder, or, an injunction or other order is issUed which prohibits, limits, or modifies
the performance of this Contract or the Services under this Contract;
,
e). Any Change of Control Contractor occurs, for which DOC has not given prior
written consent, which consent shall not be unreasonably withheld by DOC;
f) Any event occurs for which any section of this Contract, including but not
limited to, Section 8.01, permits DOC to terminate this Contract;
g) At any time during the term of this Contract, any of the Services deteriorates or
does not meet the Specifications; or
State of Washington
Department of Corrections
CDC0684Q
Page 24 of 33
h) Contractor commits any material breach or default of any representation,
warranty, covenant, indemnity or other obligation or agreement under this Contract
(including, but not limited to, failure to provide the Services under this Contract within
the time specified herein or any extension .thereof), or fails to pursue a Written
Authorization as to endanger Contractor's performance under this Contract in
accordance with its terms and conditions, which breach, default or failure is not covered
by any of clauses (a) through (h) above, and such breach, default or failure is not cured
within thirty (30) calendar days after delivery to Contractor of notice of the same by
DOC, or such longer period as DOC may specify in such notice.
In addition to, and cumulative of, any other remedy available to DOC at law or in
equity, (i) if DOC terminates this Contract under this section and is required to install the
same or similar Services from another source, Contractor shall be liable to DOC for all·
costs and expenses to DOC of obtaining and installing the replacement Services,
including, but not limited to administrative and legal costs and expenses, and (ii)
Contractor sha:1I be liable for any and all actual damages suffered by DOC as the result
of Contractor's breach of this Contract.
This Section shall not authorize DOC to terminate this Contract in order to
acquire functionally equivalent equipment from a third party.
Section 10.02
DOC's RIGHT TO CANCEL SERVICES
In addition to and without lim[ting DOC's rights to terminate this Contract in full
under any other section of this Contract, if Contractor fails to perform any material·
obligation under this Contract, and thirty (30) calendar days after receipt of written
notice describing with reasonable particularity the character of the default Contractor
has not cured the failure, then DOC may cancel Services under this Contract which,
relate to the performance, without penalty, until such failure to perform is cured or finally
adjudicated. This remedy shaH be in addition to, and cumulative of, any other remedy
available to DOC, and the exercise of this remedy by DOC shall not prejudice or impair
the availability to DOC of any other remedy at law or in equity for breach of this
Contract.
Section 10.03
Either
institutes or
proceedings;
creditors, or
ceases doing
TERMINATION FOR INSOLVENCY
Party may termjnate this Contract immediately if the other Party: (i)
has instituted against it insolvency, receivership, or bankruptcy
(ii) is adjudged bankrupt, or makes an assignment for the benefit of
a receiver is appointed on account of such Party's insolvency; or (iii)
business on a regular basis.
Section 10.04
TERMINATION FOR CONVENIENCE
After initiation of any of the Services, DOC may terminate this Contract, in whole
or part, for its convenience under the following conditions by providing notice of such
termination to Contractor, specifying the extent and effective date of such termination:
State of Washington
Department of Corrections
CDC06840
Page 25 of33
10.04.1
Withdraw'al by the legislature of the statutory authority of the Secretary
to operate the correctional facilities covered under this Contract or the offender
phone program; or
10.04.2
Reduction
43.88.110(2); or
10.04.3
of allotments
by
the
Governor pursuant to
RCW
Reduction by the legislature of appropriated funds or
10.04.4
When, in the opinion of the Secretary, continuation of the Contract
would seriously disrupt or prevent sUbstantial performance of the operations or
activities of the Department and the' Secretary has stated, in writing, to the
Contractor the need to terminate the Contract in whole or in part.
On the specified termination date, Contractor shall (i) stop work under this Contract to
the extent specified in the termination notice, and (ii) cease shipment and delivery of all
Services, goods, Equipment, and software covered by the termination notice, other than
those already delivered and accepted in accordance with this Contract as, of the
termination date specified in the termination notice. Contractor shall continue to perform
those obligations under this Contract to the extent not terminated. DOC shall not have
any liability for DOC's termination of this Contract in whole or in part under this section.
Section'10.05
NOTICE OF TERMINATION
In the event either Party ejects to terminate this Contract, termination shall be'
effected ,by delivery via Certified mail, RETURN RECEIPT REQUESTED, to the other
Party of a Notice of Termination specifying the extent to which the Contract is
terminated, the reasons for such termination and the date upon which such termination
becomes effective.
.
Section 10.06
EFFECT OF TERMINATION
Within ninety (90) days following the termination of this Contract for any reason
whatsoever, DOC shall take possession and control of the Recording Media and shall
be solely responsible for the handling, transportation and storage thereof
Section 10.07
NON-PREJUDICE FOR TERMINATION
DOC's termination of this Contract shall be without waiver of prejudice to any
other remedy available to DOC in connection with this Contract.
PART XL - MISCELLANEOUS
Section 11.01
GOVERNING LAW, JURISDICTION, VENUE
This Contract shall be governed and construed in accordance with the laws of
the state of Washington, without resort to any jurisdiction's conflict of laws, rules or
doctrines. Any Proceeding between DOC and Contractor that arises from or relates to
State of Washington
Department of Corrections
CDC06840
Page 26 of 33
this Contract shall be brought and conducted solely and exclusively within the Superior
Court of Thurston County for the State of Washfngton. Provided, however, if a
Proceeding must be brought in a federal forum, then it shall be brought and conducted
solely and exclusively within the United States District Court for the Western District of
Washington. CONTRACTOR, BY EXECUTION OF THIS CONTRACT, HEREBY
CONSENTS TO THE IN PERSONAM JURISDICTION OF SAID COURTS.
Section 11.02
RESOLUTION OF DISPUTES
Mediation: Each Party agrees not to institute any Proceeding in connection wIth
this Contract until the Parties shall have attempted in good faith to submit the matters in
dispute to a non-binding mediation process. Submission of the dispute to mediation
shall not be a precondition to any action or proceeding involving temporary or
emergency relief, or the enforcement of this clause itself.
Choosing a Mediator: If a dispute arises under this Contract the Parties shall
discuss the desired qualifications of the mediator. Either Party may suggest one or more
candidates, or may recommend that the mediator be chosen from a roster. The
mediator must be selected by agreement of both Parties. Each Party shall promptly
disclose to the Other Party any circumstances, which would cause reasonable. doubt
regarding the impartiality of the individual under consideration or appointed as mediator.
Any such individual shall promptly disclose any such circumstances to. the Parties. If
any circumstances have been disclosed, before or after the individual's ·apPointment as
mediator, the individual shall not serve, unless the Parties agree.
.
Mediator Compensation: The mediator's compensation rate wi!! be determined at·
or before his or her appointment. Such compensation, and any other costs· of the
me~jation, will be shared equally by the Parties, unless othervvise agreed.
Mediation Ground Rules: The ground rules for the mediation shall be:
. a) The process is voluntary and non-binding. Either Party may withdraw at
anytime by notifying the mediator and the other Party in writing of its intent to withdraw.
b) The mediator shall be neutral and impartial.
c) The mediator controls the procedural aspects of the mediation. The Parties will
cooperate fully with the mediator.
d) There will be no direct communication between the Parties or between .their
attorneys regarding the mater in dispute without the concurrence of the mediator.
e) The mediator is to meet and communicate separately with each Party.
f) The mediator will decide when to hold separate meetings with the Parties and
when to hold jOint meetings. The mediator will fix the time and place of each session
and the agenda, in consultation with the Parties.
State of Washington
Department of Corrections
CDC0684Q
Page 27 of 33
g) Each Party may be represented by more than one Person, e.g., a starr
member and an attorney. To the fullest extent possible under the law, at least one
representative of each Party will be authorized to negotiate a settlement of the dispute.
h) The process will be conducted expeditiously. Each representative will make
everY effort to be available for meetings.
i) The mediator win not transmit information given to him or her by either Party to
another party, unless authorized to do so.
DTo the fullest extent authorized or permitted by the law, the entire process will
be confidential. The Parties and the mediator will not disclose information regarding the
process, including settlement terms, to third parties, unless· the Parties otherwise
agreed or unless required by law to do so. The process shall be treated as a
compromise negotiation for the purposes of the Federal Rules of Evidence and
Washington Evidence Code. The mediator will not be. disqualified as a witness,
consultant or expert in any pending or future action relating to the subject matter of the
mediation including those between Persons not parties to the mediation.
k) The mediator, if a lav/yer, may freely express his or her views to the Parties on
the legal issues of the dispute, unless a Party objects to him or her so doing.
I) The mediator may obtain <;lssistance and independent expert advice with. the
agreement of and at the expense of the Parties.
m) The mediator will not be liable for any act or omission in connection with his or
her role as a mediator.
.
n) The Parties will refrain from court proceedings during the mediation process,
insofar as they can do so without prejudicing their legal rights. If litigation is pending
between the Parties regarding the subject matter of the mediation, the Parties may
agree to inform the court of the mediation process and the name of the mediator, and
they may request a stay of court proceedings. Insofar as possible, discovery will be
suspended while mediation is ongoing.
Preliminary Meetings: Once a mediator is selected, the Parties will meet jOintly
with the mediator to discuss the above ground roles and· any different or additional
ground rules the mediator or either Party wishes to propose. The Parties and the
mediator may agree on whether the Parties will be the first to make settlement
proposals, or whether they wish the mediator to make such a proposal once he or she
has familiarized herself with the dispute,
Submission of Material: Upon entering into mediation each Party shall submit to
the mediator such material and information as it deems necessary to familiarize the
mediator with the dispute. The mediator may request any Party to provide clarification
and additional 'information. The mediator may request each Party, separately or at a
joint meeting, to present its case informally to the mediator.
State of Washington
Department of Corrections
CDC06840
Page 2B of 33
Negotiation of Settlement Terms: Once the mediator has familiarized himself or
herself with the case, he or she wfi[ hold discussions with the representatives of the
Parties. The mediator will decfde when to meet or confer separately with each Party,
and when to ho[d joint meetings. The mediator may assist the Parties in arriving at a
settlement in a variety of ways.
If the Parties fail to develop mutually acceptable settlement terms, the mediator,
before terminating the procedure, may submit to the parties a final settlement proposal
that he or she considers equitable to all Parties. The Parties wifl carefully consider such
proposal and at the request of the mediator will discuss the proposal with him or her..
Efforts to reach a settlement will continue until (a) a settlement is reached, or (b) one of·
the Parties withdraws from the process, or (c) the mediator concludes and informs the
Parties that further efforts would not be useful.
If a settlement is reached, the mediator, or one of the Parties at the mediator's
request, will draft a written settlement document incorporating all settlement terms. The
draft will be circulated among the Parties, edited as necessary, and if acceptable,
forma[Jy executed.
Section 11.03
SEVERABILITY
If ·any proVision of this Contract is declared by a court to be illegal or in conflict
with any law, the validity of the remaining terms and conditions shaD not be affected;
and the rights and obligations of the Parties shall be construed and enforced as if the'
Contr<;lct did not contain the particular provision held to be invalid,
Section 11.04
TIME
Time is of the essence in this Contract.
Section 11.05
ASSIGNMENT
Except as otherwise provided herein, without the prior written consent of DOC
(which shall not be unreasonably withheld), Contractor shall not assign, delegate or
transfer its rights, duties, or obligations under this Contract to any Person or entity, in
whole or in part, whether by assignment, merger, transfer of assets, sale of stock,
operation of law or otherwise. Notwithstanding the foregoing or the provisions of Part X
(Termination) above, Contractor may assign its rights hereunder to a parent, subsidiary
or affiliate without DOC's consent; provided that (i) the assignment does not increase
the obligations of DOC regarding this Contract, (ii) such assignee or transferee shall be
subject to all defenses of DOC under this Contract, (iti) such assignee or transferee
shall be responsible for all of Contractor's obligations under this Contract, and (iv)
Contractor shall not be released from its obligations under this Contract and Contractor
shall remain primarily liable for all of its obligations under this Contract as jf no
assignment had occurred. Any attempt by Contractor, except as provided herein, to
assign or in any way transfer its interest in the Contract without such prior written
consent of DOC shall be deemed a material breach of this Contract. Written requests
State of Washington
Department of Corrections
CDC06840
Page 29 of33
for DOC's consent to an assignment, delegation or transfer shalt be provided to DOC at
Jeast ninety (90) calendar days prior to the proposed effective date of the assignment. If
DOC consents to such assignment, delegation or transfer, the assignee or transferee
shall be entitled to all of Contractor's rights under this Contract, provided that (1) the
assignment does not increase the obligations of DOC under this Contract, (ii) such
assignee or transferee shaH be subject to al/ defenses of DOC under this Contract, (iii)
such assignee or transferee shaJ[ be responsible for all of Contractor's obligations under
this Contract, and (iv) Contractor shall not ·be released from its obligations under this
Contract and Contractor shall remain primarily [jable for all of its obligations Under this
Contract as if no assignment had occurred.
The foregoing notwithstanding, Contractor may assign,' delegate or transfer its
rights, duties or obligations under this Contract to an Affiliate of Contractor, provided
that (i) the assignment, delegation or transfer does n'ot increase the obligations of DOC
under this Contract, (ii) such assignee or transferee shall be subject to all defenses of
DOC under this Contract, (iii) no change of control of Contractor shall have occurred,
and (iv) Contractor shall not be released from its obligations under this Contract and
Contractor shall remain prirl}arily liable for its obligations under this Contract as if no·
assignment had occurred.
Section 11.06
SUCCESSORS IN INTEREST
The provisions of this Contract shall be binding upon and shall inure to the
benefit of the Parties to this Contract and their respective permitted successors and
assigns.
Section 11.07
ENTIRE AGREEMENT
This Contract, together with the Solicitation, the .Response, all written clarification
materials, all supplementary documents incorporated by .reference, all Written
Authorizations, and all exhibits and attachments hereto and thereto, constitute the entire
agreement and understanding between the Parties with respect to the subject matter
hereof and thereof and supersede all prior agreements and understandings,' whether
oral, written, implied or expressed, relating to the subject matter hereof.
Section 11.08
INTERPRETATION OF DOCUMENTS
The documents forming this Contract (the I1Contract Documents") consist of: (i)
this Contract; (ii) the Exhibits and/or Appendices to this Contract, which describe the
specific Service to be provided, the rates to be charged users of offender phones, and
other information as may be necessary regarding the Service; (iii) the other Exhibits
and/or Appendices and/or Attachments to this Contract; (tv) the Solicitation and all
materials provided as part of or adjunct to the Solicitation, and written requests for
clarification or additional information; and (v) Contractor's Response, including all its
submittals, pricing .information, reference materials, and any other documentation
submitted with the Response and accepted by DOC, or in response to a written request
for clarifications to the Proposal which may arise. The Contract Documents are
State of Washington
Department of Corrections
CDC06840
Page 30 of33
complementary anc;l what is called for by one shall be as binding as if it were called for
by all. The Contract Documents are intended to include all details of the Services to be·
provided and the manner of provision, in case of conflict among any of the Contract
Documents, the order of precedence to resolve such conflict shall be the following: (1)
this Contract and its Appendices, Exhibits, and Attachments; (2) the Solicitation; (3) the
Response; (4) written clarifications; (5) written submittals; then (6) Certificates of
Insurance. Without limiting the foregoing, any comments by Contractor contained in the
Response or any attachments to the Response which limit the requirements contained
in this Contract or the Solicitation or which contain descriptive language or items which
are not as favorable to DOC as the language or items contained in this Contract or the
Solicitation shaH not be deemed to be accepted and agreed to by DOC unless such
comments are specifically written into this Contract or the Appendices to this Contract.
Section 11.09
AMENDMENTS, WAIVERS
This Contract may not be amended except by an instrument in writing signed on
behalf of each of the Parties hereto. No term or condition of this Contract may be
waived except by an instrument in writing signed by the Party against whom such
waiver is sought to be enforced.
Section 11.10
CAPTIO NS
The captions or headings in this Contract are for convenience only, and in no
way define, lfmit, or amend the scope or intent of any provision of this Contract. Any
cross-references provided are for convenience only and in no way limit all references to
a particular subject.
Section 11.11
WAIVER
Failure of DOC to enforce any provision of this Contract shall not constitute a.
waiver or relinquishment by DOC of the right to such petiormance in the future nor of
the right to enforce that or apy other provision of this Contract, nor bar DOC from
enforcing strict performance of such provision in any subsequent instance.
Section 11.12
FORCE MAJEURE
Except with respect to defaults of Subcontractors for which Contractor shall be
responsible, neither Party shall be held responsible for any delay in performance or
failure to pertorm caused by fires, strikes, embargoes, computer failures resulting from
situations out of Contractor's control, power outage, civil or military authorities, .acts of
God, or other conditions beyond the reasonable control and not caused or contributed
to by fault or negligence of the Party (each a "Force Majeure Event"). This provision as
it relates to strikes shall apply only to failure to petiorm or delay in insta[lation of the
Services, and does not reHeve Contractor from making every reasonable effort to
maintain, repair, or restore the Services. If the delays are caused by the default of a
Subcontractor, and if such default arises out of causes beyond the control of both
Contractor and its Subcontractor, and without the fault or negligence of any of them,
State of Washington
Department of Corrections
CDC06840
Page 31 of33
Contractor will not be liable for damages for delays, unless the Supplies or services to
be furnished by their Subcontractors were obtainable from other sources in sufficIent
time to permit Contractor to meet the required schedule.
In the event of a reduction or interruption of Services subject to this Section,
Contractor shall employ its best efforts to restore the Services to DOC on the highest
priority basis consistent with applicable statutes, roles, regulations, or other valid law.
Section 11.13
NOTICES
All notices, requests, demands or other communications required by or otherwise
with respect to this Contract shall be in writing and shall be deemed to have been duly
given to any party when delivered personally (by courier service or otherwise), when
delivered by facsimile and confirmed by return facsimile, or seven days after being
mailed by first-class mail, postage prepaid and return-receipt requested in each case to
th~ applicable addresses set forth below:
IF TO CONTRACTOR: 100 W.Monroe, Suite 2101
Chicago, Illinois 60603
Attn: Legal Department
IF TO DOC (by mail):
POBox 41114
Olympia, Washington 98504-1114
Attn: Contracts and Legal Affairs
IF TO DOC (by carrier): 7345 Linderson Way SW
Tumwater, Washington 98511
Attn: Contracts and Legal Affairs
or to such other address as such Party shall have designated by notice so given to each
other Party.
Section 11.14
CONTRACTOR'S INFORMATION AND PROPERTY
"Confidential Information" shall mean any technical or business information,
_including third-party information, marked as confidential or proprietary and furnished,
disclosed or made available in connection with this Contract, in any form or medium, by
one Party to the other, including, without limitation, specifications, prototypes, software,
models, drawings, marketing plans, financial data and personnel statistics. Confidential
Information does not include information which (1) the recipient knew or had in its
possession prior to disclosure, without confidential limitation; (2) is independently
developed by the recipient without breach. of this Contract; (3) becomes publicly
State of Washington
Department of Corr!lctions
CDC06840
Page 320t33
available without breach of this Contract; (4) is received rightfuHy from a third party and
without obligation of confidentiality; or (5) is disclosed without restriction by the
disclosing party.
Except as may be required by applicable law (including without limitation
Washington's Public Records law, RCW 42.17), regulations, legal or agency order,
demand or process, neither Party shall disclose to a third party any Confidential.
Information without the prior written consent of the other Party.
Section 11.15
INCORPORAT[ON BY REFERENCE
All of the provisions of the Solicitation are incorporated herein and made a part of
this Contract, except to the extent specifically modified by the terms of this Contract, in
which event the terms of this Contract shall control. If there should exist a conflict
between the express requirements of terms of this Contract 'or the Appendices or other
Attachments hereto and the provisions of the Solicitation, such conflict shall be resolved
according to the order of precedence described in Section 11.08. Any reference in the
Solicitation to the term Service shall be deemed to be a reference to the term "Services"
as defined in this Contract. To the extent not in conflict with the obligations under this
Contract, the Parties hereto agree (and Contractor agrees to cause all Subcontractors)
to comply with the obligations contained in Part H, Terms and Conditions, of the
Solicitation.
Section 11.16
EXECUTION AND.COUNTERPARTS
This Contract may be executed in several. counterparts, each of which shall be
an original, all of which shall constitute one and the same instrument.
State of Washington
Department of Corrections
,
Harold W. Clarke
Secretary
J-f- /1]--06
Date
FSH Communications, LLC
~Jl1iF~~
Steven Loggans
Vice President/General Manager
/J-P)e/ L 1'2 ; Z
c
Do-6
Date
Approved as to Form:
State of Washington
Department of Corrections
CDC06840
Page 33 of 33
APPENDIX 1.01
DEFINITIONS
Additional Services: Any Services initiated or installed under this Contract
beyond the Initial Services, including, but not limited to, (i) any installation of new
Offender phones requested to be installed by DOC, or (ii) any removal of
Offender phones requested to be removed by DOC.
Attorney Phones: Those offender phones that are specifically set aside for
an offender to contact his/her attorney, these calls are considered privileged and
are not mon~tored or recorded as they are separate and are not processed
through the Focus 100.
Change of Control: Any transfer of more than fifty percent (50%) of the voting
securities of a Person or transfer of the power to direct or cause the direction of
management policies (whether through ownership of securities or partnership or
other ownership interest, by contract, operation of law or otherwise).
Day: A calendar day, except as otherwise so stated.
DOC: State of Washington, Department of Corrections.
DOC System Cutover: The Department-wide change from the current
contract providers of equipment and service to the equipment and service
providers under this Contract.
Emergency: A problem or outage (including nonfunctioning of vital
features of the Focus 100 such as call blocking) that could potentially result in
injury (broken glass, exposed wires), loss of life, or is security threatening.
Equipment: All equipment installed or made avaHable by Contractor,
according to its offender equipment standards, in connection with the delivery of
the Services, including, but not limited to, the offender phones, the Monitoring
and Recording Systems equipment, and all equipment previously installed by
Contractor under other contracts. between DOC and Contractor which is
permitted to be used by Contractor under this Contract. .
Extended Term: Is as defined in Pi;3.rt IV.
FCC: The Federal Communications Commission.
Focus 100: Value-Added Communications' Offender Call Monitoring and
Recording System.
GMP or generally accepted accounting principles: United States
generally accepted accounting principles recommended from time to time by the
Financial Accounting Standards Board.
State of Washington
Department of Corrections
CDC06840
. Appendix 1.D1
Page 1 of3
Indemnified Parties Dr Indemnified Party: DOC, alt State Entities, their
officers, divisions, agents, employees, and representatives.
Initial Services: Any Services required under Appendix 2.01 to be installed
and operational as soon as possible after the date of execution of this Contract
without the need for any Written Authorization .
Initial Term: Is as defined in Part IV.
IRS: Internal Revenue Service:
Key Personnel: Specific personnel of Contractor deemed by DOC to be
key personnel to the support of this Contract.
Like-New: Equipment that is refurbished, at a minimum, to all original
factory specifications. Refurbishing shall be done by Contractor or its contracted
. representatives at an ISO 9000 qualified refurbishment facility. Appearance and
operation ofthe Equipment sha!l be the same as new.
Loss: Any and all loss, damElge, claim, obligation, liability, cost and
expense (including, but not limited to, reasonable attorney and other professional
fees and costs and expenses incurred in investigating, preparing, defending
against or prosecuting any Proceeding).
Monitoring and Recording Services: The monitoring and recording
services for the offender phones described more fully in Appendix 2.1 .
Monitoring and Recording Systems: The .Equipment, software and other
products utilized by DOC and Contractor to provide the Monitoring and
Recording services described in Appendix 2.1.
Offender Phone. Services: That portion of the Services related to the
Offender phones.
Offender phones: All telephone.s located in DOC owned or operated
facilities that are available for use by DOC offenders.
Person: Any individual or corporation, company, general partnership,
limited partnership, limited liability company, limited liability partnership, trust,
incorporated or unincorporated association, joint venture, governmental authority
or other entity of any kind.
Proceeding: Any protest, investigation, arbitration, claim, action, or suit.
RCW: Revised Code of Washington
CDC06840
State of Washington
Department of CorrectiDns
Page 2of3
Appendix 1.01
--_.- ..
_._--_
__ __
-- .. _
..
...
..
............
_-_ .. _....... _... "--_.'-' -.
__
-
.............. .... ' .._ _.'.'
..
Recording Media: The OAT tapes, CD's, diskettes and other recording
media used in connection with the offender phones and the Monitoring and
Recording Systems.
.
Response: Contractor's written Response to .solidtation #CRFP6446· for
DOC of Washington Offender Telephones submitted by FSH Communications
LCe, including an pricing information, attachments, reference materials, and
writte~ clarifications submitted as part of the response to the Solicitation, and
additional information provided in response to subsequent requests or inquiries
from DOC.
Specifications: All requirements and specifications set forth in this
Contract, the Solicitation, the Response and all appendices and other
attachments to this Contact, the Solicitation and the Response, including, but not
limited to, the petiormance requirements and specifications for the Service' set
forth in Appendix 2.01 to'this Contract.
Station Wiring: The wiring from the phone closet to the instrument.
Subcontractor: The individual, firm, corporation, or organization having a
direct contract with Contractor to furnish Service, either wholly as described in
the Contract, or in support of or as part of Service, which is the responsibilfty of
Contractor.
Term: The Initial Term together with any Extehded Term.
Transfer: To grant, sell, assign, encumber, permit the utilization of,
license, lease, sublease or otherwise convey, directly or indirectly, in whole or in
part.
Turnkey: Complete installation including all craft working, training, etc, as
necessary to fully implement or operate a system. All that remains is for the end
user customer to tum the key.
WAC: The Washington Administrative Code.
WUTC: The Washington Utilities and Transportation Commission.
State of Washington
Department of Corrections
CDC06840
Appendix 1.01
Page 3 of3
APPENDIX 2.01 SERVICE
Contractor agrees to provide to DOC, the following Services (individually,
a "Service", and collectively, the "Services")· pertaining to Offender phones
currently installed and which may be installed in the future during the Term of this
Contract.
The requirements of the Solicitation and representations about· the
:Services to be provided contained in the Response are incorporated herein by
this reference to the extent they are not. inconsistent with or less protective to
DOC. If there is any conflict or inconsistency between the Bolicitation, the
Response and this Appendix, the terms of this Appendix shall control.
Offender phones connected to Call Monitoring and Recording Systems
Contractor, at its expense, shall provide, install, maintain and keep in
operation Offender phones which shall be the Contractor's standard coinless
tel(3phone station equipment (including [ine activation) designed for and capable
of providing service to offenders at all locations within DOC facilities where
Offender phones are currently installed and may be requested by DOC to·be
installed in the future in existing facilities, in expansion of existing facilities, or in
new construction under way or yet to be initiated. To the extent not inconsistent
with the requirements set forth in this Appendix and elsewhere in the Contract,
these Offender phones shall be constructed and configured, and shall perform,
as represented [n the. any manufacturer brochure or in Contractor's Proposal,
and/or equivalent. Installation shall include line activation, and interconnection
with Monitoring and Recording Systems equipment where equipped~
OFFENDER PHONES
&ENCLOSURES-
Contracto( will provide offender telephones (Western Electric 10A,
modified 102 Coinless Inmate Telephone or Wintel 7090) as described in its
proposal specifications during the term of the contract. Contractor's offender
equipment standards are to provide offender telephones within a DOC facility in
one of the following manners:
•
Offender Telephone secured directly to a wall;
•
Offender Telephone secured directly to a wall in a Shelf Enclosure. Shelf
enclosures come in two sizes, the smaller measuring 29 inches high, 1()
inches wide and 11 inches deep. The wider unit measures 29 inches high, 23
inches wide, and 1~ inches deep;
•
Offender Telephooe secured in an enclosure attached to a pedestal. The L31
Space Saver is a small enclosure measuring approx[mateiy 61 inches high,
State of Washington
I
I
CDC06840
Department of Corrections
Appendix 2.D1
Page 1 of6
14~
inches wide and 12 inches deep with pedestal. Without the pedestal, the.
enclosure is 29~ inches high and 9% inches deep.
•
Offender Telephone secured in a full size telephone booth. The BN500 Booth
is a full-sized enclosure measuring approximately 85 inches high, 34 inches
wide and 30 inches deep.
•
Battery powered TDDs will be provided to the DOC which will enable a
hearing impaired inmate to place a TOO call from the standard installed
Offender Telephone. The Ultratec SuperPrint mode! 200. The model 200
has a printout for locations that would like a record of the TTY conversation.
Number of TOO units will be mutually agreed upon between the DOC and
FSH.
In all cases where an offender phone is secured the installation will be done in
such a manner that the material will not be easily removed through normal wear
and tear; and will be replaced at any time should there be a material breakdown
of the equipment or offender telephone.
It is understood that the Contractor stocks offender telephones and enclosures
described herein and in its proposal; and as such are co.nsidered standard.
Any request to customize any equipment beyond those specified in the contract
and proposal will be discussed between the parties to assess the cost impact of
such request.
FSH-PROVIDED WORKSTATIONS
As the DOC intends to utilize its own state-owned workstations, at a future
date when the state's Information Technology organization completes its upgrade
of internal systems and infrastructure; until such time as said state-owned
workstations are functional FSH will provide the DOC with approximately thirtythree (33) workstations for their use to access the Focus 100 system.
Workstations come equipped with the necessary hardware· and softvvare to
enable access and use of the Focus 100 system. Each workstation will include a
monitor, printer, UPS (uninterrupted power supply), headphones and CD burner.
The workstations will be returned to FSH in satisfactory condition, less normal
. wear and tear, and must be returned in the same configuration as supplied (e.g.
if workstation is provided with a flat panel monitor, same monitor must be
returned with the workstation).
.
Any unauthorized software, including Trackdown, installed on these workstations
by the DOC will be at the DOC's expense and must be approved in advance in
writing by Contractor. The DOC will be responsible for all expenses relating to
the additional software and any expenses incurred by VAC or FSH as a result of
the DOC's software causing any service related problems to either the
workstation(s) or to the Focus1 00 system(s) or associated equipment.
State of Washington
Department of Corrections
CDC06840
Appendix 2.01
Page 2 of 6
Contractor will engineer each Focus i 00 system with the appropriate
number of trunks needed, by faclHty, to manage existing call volumes which will
be at a minimum of P.01 Busy Hour grade of service. Following the initial system
turnup, Contractor will continue to monitor and adjust, when necessary, the
number of lines required to handle any change in call volume.
AI! offender phones shall be installed with a cutoff switch located in a
controlled area that, when activated, can physically disable the telephone to
prevent any incoming or outgoing calls and disrupt any call in progress, A call
deactivation capability shall also be provided that will allow DOC personnel to
disable any offender phone from a local control center or area designated by
DOC where station wire can be installed and cable provided by the DOC.
An Offender phones provided under this Contract shall be installed in
compliance with current ADA (Americans with Disabilities Act) requirements,
contain no removable parts, and be designed, constructed, and instalied in such
a mariner as to minimize vandalism and destruction of property and to present no
safety hazard to the user. Telephone Devices for the Deaf (TOO acoustic
couplers) shall be provided where required at each DOC facility.
The DOC may request that privileged attorney calls be allowed to be
made from the insta!led offender phones., It is understood that such, calls, if
processed through the Focus 100, will not be recorded and should not be
monitored. Such a request will include a comparative reduction in the number of
separately provided attorney phones.
Contractor shall have emergency support personnel ava[lable,24 hours
per day, seven days per week to respond to Offender phone outages. For normal
repair and maintenance work, field technidans and their supervisors shall be
available five (5) days a week, between 7:00 a.m. and 4:00 p.m. The repair
interval for a minor repair fix or maintenance shall be 24 hours or less, five (5)
days a week. A major repair fix shall be completed within four (4) hours after the
outage is reported. A major failure is an outage that may cause injury or a Iifethreatening situation. Instructions wm be provided to the DOC regarding ,the
method of contact, during and after hours, and may be modified during the term;
however no modification will change the response requirements set forth in the
Contract
Contractor shall provide the following for all Offender Phones:
(1) 24 hour per day, seven days per week operator service for call handling,
complaint reports, and credit adjustments for cutoffs and poor transmission
quality;
(2) A 24-hour per day, seven days per week toll-free number for reporting
telephone set troubles;
State of Washington
Departmeni of Corrections
CDC06840
Appendix 2.01
Page 30f6
(3) A minimum of two alternate language voice prompts (English and Spanish)
for Offender Phones;
(4) The ability to place calls to all domestic and international locations within the
North American Dialing Plan;
.
(5) P.01 Busy Hour grade of service;
(6) Less than one percent of phone calls shall be lost due to hardware/software
failure;
(7) Easy to understand charge records for users of Offender Phones or recipients
of collect calls;
(8) Methods to control fraud using Offender Phones; and
(9) An sign age and notices required by the FCC, the WUTC, and DOC.
Within 60 days of the close of Contractor's fiscal year, an annual report
containing an inventory of the telephone numbers and locations for· each
Offender Phone covered by this Contract shaH be provided to DOC.
Contractor or its Subcontractors shall provide, at its expense, local and
long distance (intraLA.TA, interLATA, intrastate, interstate, and international)
calling service for all of the offender phones located on properties owned or
operated by DOC including those currently installed and those yet to be identified
or installed in the future during the term of this Contract.
All local and long distance services whether provided with Contractor's
resources and over its network, or with the resources and networks of other
telecommunications companies shall integrate with ·one another and operate
seamlessly. Full reporting of all usage for all calling services shaH be provided.
Contractor shall also provide seven days per week, 24 hour per day access to·
professional security and fraud monitoring, and fully interactive call trace
capability that will immediately report' the addresses of cali origins where
technology permits.
Contractor shall meet with DOC personnel, on a quarterly basis, during
the Term of this Contract, to review and discuss Contractor's performance under
this Contract.
Contractor or its Subcontractors, at its expense, shall provide local, long
distance (intraLATA, interLATA, intrastate, and interstate) and international
calling service and its standard equipment for all of the Offender phones located
within all DOC facilities both currently installed and as may be installed in the
.future during the Term of this Contract, in expansion of existing facilities or in
new construction under way or yet to be initiated.
CDC0684D
State of Washington
Page 4of6
Appendix 2.01
Department of Corrections
... - ...
_-_... -,,--.-_._-_._- -_.-....
"
.....
_._---_ ..
__ ------_._------.
.
--- --_.,,--
Offender Calling System
The Contractor will provide an Offender Calling System as set forth in the
Solicitation and the Response which are incorporated herein by this reference.
Offender Call Monitoring and Recording System
The Contractor will provide an Offender Call Monitoring and Recording System
(Focus 100) as set forth in the Solicitation and the Response, which are
incorporated herein by this reference. By separate document the Contractor and
DOC shall describe the functional requirements required for DOC to implement
the VAC inmate telephone system. Said document shall be identified as "State of
Washington Department of Corrections Statement of Work (SOW)" which shall
be incorporated into the Contract by this reference.
All DOC prison facilities will have installed either in a control center or
master control center live-monitoring equipment. Such installation will occur
consistent with Contractor's implementation Plan or as otherwise mutually
agreed. Focus 100 eqUipment will be provided by Contractor in accordance with
the Response.
'
Work stations, where needed, will be provided by FSH or VAC
programmed to interface with the VAC Focus100 systems. Any unauthorized
software installed on these workstations by DOC will be at DOC's expense and
must be approved in advance in writing by FSH. DOC will be responsible for all
expenses relating to the additional software and any expenses incurred by VAC
or FSH as a result of DOC's software causing any service related problems to'
either the worksfation(s) or to the Focus100 system(s) or associated eqUipment.
Trouble Reporting and Repair Response
Contractor shall provide a 24-hour per day, seven (7) days per week tollfree number for reporting troubles requiring repair. A trouble cal! to the toll free
number shall result in an immediate trouble ticket with an appropriate trouble
diagnosis and repair response.
Repair response shall consist at a minimum of a qualified technician on
site or remotely connected to. the system. At a minimum, the technician shall
have adequate replacement components to complete the repair of port modules,
power supplies, and phone components.
Contractor shall have emergency support personnel available 24 hours
per day, seven (7) days per week to respond to failures or trouble with Off~nder
phones, the offender call system, or the offender call monitoring and recording
system. For normai repair and maintenance work, field technicians and their
supervisors shall be available five days a week, between 7:00 a.m. and 4:00 p.m.
State of Washington
Department of Corrections
CDC06840
Appendix 2.01
Page 50f6
Minor failures or routine maintenance shall be completed vvithin 24 hours
or less, five (5) days a week. A minor failure is defined as any faflure less than a
major failure.
Contractor shall respond to major failures within two (2) hours of when the
failure is reported. Such response shall consist of a status report of the failure,
which shall be determined by remote-access or by a trained specialist on site.
The repair shall be completed by the earlier of (i) four (4) hours after Contractor
responds to the failure, or (ii) eight (8) hours after the failure is reported. A major
failure is ciefined as a loss of call monitoring or call removal capabilities or a
catastrophic failure. A catastrophic failure includes any event that causes 25% or
more of the phones at anyone site to be unable to process calls or the complete
loss of avaflability of any single facility service, including component failures
terminating service, network service failures terminating calling, downtime for
routine or remedial maintenance during normally scheduled times in which the
equipment is supposed to be available for use, or any case in which a facility
management considers it necessary to shut the system down because of
component failure related to the "safe, and orderly" operation of the facility, or
because continuing operation would result in financial loss.
Contractor shall provide such personal background data as is required by
DOC on any' of the Contractors or its subcontractors' personnel entering a
correctional facility.
.
Contractor shall provide the Inmate Repair Self-Reporting services as
outlined in its proposal to facilitate rapid response to repair needs as identified by
an Offender (e.g. handset is broken) or to address call completion questions.
State of Washington
Department of Corrections
CDC06840
Appendix 2.01
Page 6of6
APPENDIX 3.01
A.
Calling Plans
Contractor shall within 120 days from the Agreement's execution date or
upon date of DOC System Cutover, which ever is earlier, and throughout the
term of the Contract, including any extensions thereof, offer 1) a traditional or
direct bill calling plan for offender family and friends on approved offender phone
call lists; 2) a discounted Advance Pay (pre-paid) ca/lrng plan for offender family
and friends on approved offender phone call lists; 3) a pre-paid debit calling plan
that may be funded by individual offenders at a discounted rate through accounts
established in facility commissaries, or otherwise as may be determined by DOC,
4) one complimentary call for each offender each year, and 5) one prepaid ca1l[ng
card ($10.00 value) to be provided by DOC to an offender upon his/her release
. from incarceration .. Calling plans will be implemented Department-wide unless
otherwise requested by the Secretary.
Any program under which Contractor denies or blocks calls for the
purpose of limiting abuse of credit or to limit consumer debt is subject to approval
by DOC, and shall be proposed to DOC at least sixty (60) days in advance of the
date the program is proposed to take effect.
Call Costs
Call costs, as detailed below, clearly demonstrate the parties' desire and
willingness to develop creative, cost effective rates for the offender or called
party while providing minimum positive margins for the Contractor and sufficient
revenues for the activities funded from the Institutional Welfare Betterment
Account. Call costs will be effective upon date of DOC System Cutover, but no
iater than 120 days from the Agreement's execution date unless othervvise
requested by the Secretary
FSH will provide a flat rate of $3.50 for all collect calls, up to 20 minutes in
length, which terminate in the local intra LATA, interLATAllntrastate, or
interLATAIinterstate boundary applicabJe to the State of Washington. Advance
Payor Debit calls that fall into these LATA boundaries will receive a 10%
discount.
Interstate calls that terminate outside of these boundaries will be $0.89 per
minute plus a $4.95 surcharge.
.
International call costs vary by call destination - see International Chart
below
These rates and surcharges shall constitute the total costs to consumers
or offenders. No additional rates or charges per call, per minute, per mileage
band may be imposed (except for applicable taxes and charges as approved by
State of Washington
Department of Corrections
CDC06840
Appendix 3.01
Page 1 of7
FCC or state public utilities commission), and no additional rate periods applied
without the written consent of DOC. Any changes to rates, surcharges or
discounts proposed during the term of a contract extension will be mutually
negotiated and· agreed between the parties as described in Section 7 of the
Solicitation. Adjustments in phone rates wHl be considered by the DOC when
provided written notice of any proposed change in rates with sufficient
documentation to justify request.
Advance Pay Accounts
FSH will provide instructions for offender families and friends describing
the steps necessary to set up an Advance Pay Account. Advance Pay accounts
set up by the called party who is authorized to receive offender calls will be
charged a non-refundable $10.00 account setup fee. This fee will be deducted
only once and is necessary to pay for the cost of the call center for initial account
set up and administration. The minimum account funding will be $50.00 and the
maximum will be $200.00 for each account. Once an account is established,
calling will be allowed as long as funds are available in the account. As the
account balance nears zero (0), the called party will be played a message with
instructions to contact the call center to add funds to the account so that calling is
not interrupted. Each account may only be funded once per day. Once an inmate
is released froni custody, the owner of the pre-paid account may fully use any
remaining account balance by caHing a toll free number to receive a telephone
number and PIN number which will allow them to place calls to any domestic
(USA) number similar to a calling card. Alternatively, pre~paid account holders
may request a refund of the unused funds in their account ~y providing VAC a
. written request. There will be a charge of $10.00 to provide a refund check for
any pre-paid account. This fee will be deducted from the available funds in the
pre-paid account prior to issuing the refund.
Offender Debit Calling
Contractor shall also develop a pre-paid debit calling plan that may be
funded by individual offenders to receive a discounted rate, through accounts
established in facility commissaries, or otherwise as may be determined by DOC.
This plan shaH be offered as a voluntary alternative to the ordinary collect-call
procedure. The offender pre-paid debit calling plan shall not be offered to
offenders or implemented by Contractor until reviewed and approved by the
Secretary of DOC. Contractor shall be responsible for providing staffing and· any
other resources necessary to implement an offender pre-paid debit calling plan.
B.
Basis and Guarantee for Commissions Paid to DOC
1. The DOC shall receive as a commission 51.00% of the amount billed
for all accepted calls. In the case of calis made uIidera pre-paid calling plan,
amounts debited against the account shall represent accepted calls.
State of Washington
Department of Corrections
CDC06840
Appendix 3.01
Page 2 of7
2. The DOC shall receIve annually the sum of FIVE MILLION ONE
HUNDRED THOUSAND DOLLARRS ($5,100,000.00) as its mInImum
commission, paid quarterly, as nonrefundable advance payments, regardless of
whether that amount is greater than 51.00% of the amount billed for all accepted
calls actually made during that year. If the cumulative amount of commissions
derived by applying the commission rate of 51.00% to the total amount billed for
all accepted calls actually made during that year exceeds the advance payments,
then the DOC shall receive an additional payment, as set forth ,in Paragraph C
below. If the cumulative amount of commissions derived by applying the
commission rate of 51.00% of the total amount billed for all accepted calls
actually made during that year falls below the amount of the advance payments,
the DOC shall not reimburse Contractor for the amount of the deficit.
3. Contractor shall provide a monthly report to the Department -of
Corrections indicating the total number of accepted calls, including how call was
paid and the associated amounts, number of attempted calls, and number of
minutes billed for local, intraLATA, interLATA, interstate, international and any
other tariff schedule used as a basis for payment of DOC's commission. The
report shall reflect such numbers and amounts on both a fadlity level and in
aggregate totals for the Department, and shall be submitted to the Department
no later than the 20 th day of the following month.
4, Upon an award of a succeeding contract for offender telephone service
to a vendor other than Contractor, occurring during a contract year and in an
instance in which the termination of the contract herein is not due to a material
, breach of the contract by Contractor, if, as of the transition date, the cumulative
amount of commissions derived by applying the commission rate of 51.00% of
the total amount billed for all accepted cans actually made during the transition
year fans below the amount' of the advance payments made by Contractor
pursuant to Paragraph 8(1) above, the DOC shall require trie new vendor to
reimburse Contractor for the amount of the deficit as a condition to the
transitioning of the service. Reimbursement of a commission deficit shall not be
required if the contract is terminated for any reason effective on a contract
anniversary date, and in no event shall the DOC be liable for any commission
reimbursement.
C.
Payment of Commissions
1. The guaranteed commission of $5,100,000.00 shall be paid to the
DOC in quarterly installments of $1,275,000.00 due no later than the 30 th day of
January, April, July and October of each calendar year. The payment of the first
installment will be prorated at a rate of thirteen thousand nine hundred seventytwo dollars and sixty cents ($13,972.60) per day for the quarter in which the
contract is fuBy executed.
2. Any additional commission payment due to DOC shall be' paid in full
and remitted separately from the quarterly installment payments to the
State of Washing Ion
Department of Corrections
CDC06840
Appendix 3.01
Page 30f7
Department of Corrections on or before January 30th of the succeeding contract
year (the first additional commission payment, if any, shall be due on January 30,
2007). Contractor shall notify DOC of additional commission calculated and owed
under this Contract. It is understood by the parties that it is the intent of the DOC
to mitigate where possible offender, family or friend costs of offender calls.
Contractor will use its best efforts to assist the DOC in determining each year the
best use of any .additional commission for such purpose.
3. All quarterly commission payments shall be made payable to "The
Washington State Department of Corrections," and shall be directed to
Washington State Department of Corrections, Business Services, PO Box 41107,
Olympia, WA 98504-1107 Attn: Janet Ensley. DOC will provide direction to the
Contractor for payment of additional commission. At the DOC's request
commissions will b.e remitted via electronic wire transfer. Such request must be
made in writing and contain all applicable bank routing information to facilitate
such transfer.
4. The guaranteed commission for each subsequent calendar year wifl be
adjusted on January 1st of each year based on the fiscal year U.S. Implicit Price
Deflator (lOP) published in the June volume of the Washington Economic and
Revenue Forecast. The DOC will provide this information to the vendor no later
than August 1st of each calendar year.
5. Any change in rates or commission will be mutually agreed upon' and,
wfll not create a sUbstantial impact to the expenses incurred by the vendor.
State of Washington
Department of Corrections
...
CDC06840
Appendix 3.01
_----_._--- ......._ __ ._.-....... -.__._--_._._-..
Page 4 of?
--.
__ ._-,,_ ... _--_._-----------
INTERNATIONAL RATES - DEBIT ONLY
Country
Code
01193
Country
Pcr Mjn. Rate
Afgllanistan
$5.01
011355
Albania
$2.28/
011213
Algeria
$1.79
011236
011684
$2.39
011235
011376
American
Samoa
Andorra
$1.31
01156
Chile
SUI
011244
Angola
S2.93
01186
China
$2.51
264
Anguilla
S1.86
01157
Colombia
$1.72
Country
Code
011238
345
Country
Per Min. Rate
Cape Verde
Island
$2.66
Cayman
Islands
Central
African
Republic
Chad Re'public
$1.l4
I
$4.00
$4.81
011672
Antarctica
$4.81
011506
Costa Rica
S1.60
268
Antigua
(Barbuda)
Argentina
$1.36
011385
Croatia
$1.94
$1.44
01153
Cuba
$2.37
011374
Armenia
$2.66
01145
Denmark
$1.05
011297
Aruba
$1.31
767
Dominica
$1.21
01161
Australia
$0.77
809
Dominican
Republic
Ecuador
$1.01
01154
/
01143
Austria
S1.43
011593
011994
Azerbaijan
Bahamas
$2.12
$0.76
01120
011503
01197.3
Bahrain
$2.22
011358
Finland
$1.06
011880
Bangladesh .
$3.20
01133
France
$0.64
246
Barbados
$1.65
011241
Gabon
$2.25
01132
Belgium
$1.04
011220
Gambia
$2.00
Germany
SO.66
Ghana
$1.78
242
Egypt
EI Salvador
$2.02
$2.25
$1.57
011501
Beiize
$1.94
01149
011229
Benin
$2.28
011233
Bermuda
$1.08
01130
Greece
$1.39
011975
Bhutan
$5.07
473
Grenada
$1.64
011591
Bolivia
$1.87
011502
Guatemala
$1.49
011387
$1.94
011592
Guyana
$2.59
011267
BosniaHerzegovina
Botswana
$2.28
011509
Haiti
$2.06
01155
Brazil
$1.26
011504
Honduras
$2.02
$1.29
.011852
Hong Kong
$1.41
011359
British Virgin
Islands
Bulgaria
$1.55
01136
Hungary
$1.23
011226
Burkina Faso
$2.93
01191
India
$2.49
011257
Bun111di
$5.64
01162
Indonesia
$1.85
011855
Cambodia
$4.99
01198
Iran
$3.00
011237
Cameroon
$2.49
011964
Iraq
$4.08
Canada
$0.44
011353
Ireland
$0.94
441
284
1
State of Washington
Department of Correciions
CDC06840
Appendix 3.01
Page 50f7
Country
Per Min. Rate
Country
Code
01165
01]421
Country
Code
011972
01139
876
Israel
Italy
Jamaica
$1.06
$2.16
01181
01182
011856
011371
011961
Japan
Korea, South
Laos
Latvia
Lebanon
$0.78
$1.26
$5.16
$2.12
$2.39
011231
Liberia
$l.80
011508
011370
Lithuania
$2.50
784
01160
01152
Malaysia
Mexico Rate Zones
1-3*
Mexico Rate Zones
4-8*
Monaco
Montserrat
Morocco
Netherlands
Antilles
$1.37
$0.70
Per Min. Ra.te
Singapore
Slovakia
Slovenia,
Republic of
Somalia
South Africa
Spain
St. Kitts
St. Lucia
011252
01127
01134
869
758
$1.73
Country
$1.25
I
011386
$1.58
S1.94
$7.05
Sl.55
$1.28
$1.37
$1.62
011249
01146
St. Pierre &
Mique10n
St. Vincent
&
Grenadines
Sudan
Sweden
$4.26
$0.61
$1.22
01141
Switzerland
$0.66
$0.64
$l.89
$2.20
$1.48
011963
011886
01166
868
$0.61
$2.46
01190
649
011505
Netherlands
New
Zealand
Nicaragua
$1.65
340
011234
01147
01192
Nigeria
Norway
Pakistan
$2.77
$0.75
$2.77
011256
011380
011971
011507
P~ll1ama
$1.71
01144
011595
01151
Pararuay
Peru
$2.08
$1.76
011598
01158
01152
0113393
664
011212
011599
01131
01164
CDC06840
Appendix 3.01
State of Washington
Deparbnent of Corrections
-----_....... - - - - ..
- - ' ; ' - - - . _ - - - - .... -
Syria
Taiwan
Thailand
Trinidad &
Tobago
Islands
Turlcev
Turks &
Caicos
U.S. Virgin
Islands
Uganda
Ukraine
United
Emirate
United
Kingdom
Uruguay
Venezuela
.. _-.
.. - - -
$1.29
$l.82
$2.93
$1.41
$1.94
$1.80
$1.59·
$1.63.
$0.95
$2.12
$2.39
$1.53
$0.51
$2.05
$l.34
Page 6of7
---- -
.
__. -
.
-
-_._.. - _ - - - - ' - - - - - - _ . _ - - - --_ .... ..... -_ .._ ..
"
Country
Code
01163
01148
011351
787
01140
0117
011250
011966.
011221
Country
Philippines
Poland
Portugal
Puerto Rico
Romania
Russia
Rwanda
Saudi
Arabia
Senegal
State of Washington
Department of Corrections
Per Min. Rate
Country
Code
$1.59
$1.32
$1.43
$0.65
$1.96
$2.11
$3.20
$2.79
01184
011967
011381
011243
011263
Country
Vietnam
Yemen
Yugoslavia
Zaire
Zimbabwe
Per Min. Rate
$3.24.
$1.85
$1.98
$2.12
$1.85
$3.32
CDC0684D
Appendix 3.D1
Page 7of7
APPENDIX 6.01.2
KEY PERSONNEL
FSH Communications
Dana Alixander ................ :...................... Director- Sales
James BrandL ............... :....................... Director - Infrastructure
Greg Button ............... ,............................ Director - Customer Service
Bob Dubay ............................................. Director - Corrections Products
Ken Jackson ........................................... Director - Operations
Shellie Luallin ......................................... Director - Information Technology
Christy Bailey ......................................... Operations Manager - Washington
Tom Deja ................................................. Operations Manager-SWWAlOregon
Joanna Howard ...................................... Account Executive - Washington
Denitrice Jenkins .................................... Customer Account Consultant
Deb Walker ................................ ,......... :. Manager - Corrections Services/Repair
Slate of Washingron
Department of Corrections
CDOC6840
Appendix 6.01.2
Pa.ge 10f 1
...._M._
"_M _ _ ' r . ___
• ____
.• _ •••..•• __ • _ _ _ _ _ _ _ • _ _ _ _ _ _ • _ _ . _ _ •. _ ••. _ _
Appendix 6.11
,SUBCONTRACTORS
Value-Added Communications (VAC)
Global Te!*Link (GTL)
Paragon Communications Services LCC (Paragon)
Stale ofWasnington
Department of Corrections
CDOC6840
Appendix 6.01.3
Page 10f 1
Request for Proposals
For
The State of Washington
Department of Corrections
Offender Telephone System
And Recording/Monitoring
CRFP6446
Issued: August 1, 2005
TABLE OF CONTENTS
SECTIONI__________________________________~~------------ 1
1.
Introduction
1.1
1.2
1.3
1.4
SECTION 2
2.
1
Overview -------------------------------------------------------------Funding
Delegation of Authority to Acquiring Organization: Department of Corrections
DefInitions
1
1
1
1
2
General Requirements
2.1
2.2
2
General Background
Contract Term, Initiation of Services, and Payment of Commission
2
3 ,
4
SECTION 3
3.
RFP Rules and Procedures
4
3.1 Issuing OffIce, Contact with the State
3 .2RFP C o o r d i n a t o r " ,
3.3 Conduct of Acquisition
3.4 Conditions
3.5 RFP Schedule
3.6 Vendor's Questions and State's Responses
3.7 Complaints
3.8 Cancellation or Reissuance of the RFP
3.9 RFP Amendments
3.10 Alternate or Multiple Proposals
3.11 Withdrawal of Proposals
3.12 Proposal Due Date
3.13 Proposal Delivery Location
3.14 Waiver of Minor Administrative Irregularities
3.15 Acceptance of Proposals
3.16 Proposal Evaluation
3.17 Selection of Apparent Successful Vendor
3.18 Contract Award
3.19 Incorporation Into Contract
3.20 Award Notice
3.21 Vendor DebriefIng
3.22 Protest Procedures
3.23 Execution of the Written Contract
3.24 Insurance Coverage
3.25 Compliance with the Americans with Disabilities Act
3.26 Authority to Bind the Department
3.27 Proprietary InformationlPublic Disclosure
4
4
4
4
5
5
6
6
6
6
6
6
7
7
7
7
8
8
8
8
8
9
11
11
11
11
11
n
~~4
Instructions for Proposal Preparation and Submittal
4.
4.1
4.2
·4.3
4.4
4.5
4.6
4.7
4.8
4.9
4.10
4.11
12
Proposal Organization and Number of Copies
Proposal Format
Submittal Envelope (1 copy)
Technical Proposal (4 copies)
QualifIcations Proposal (4 copies)
Cost Proposal (4 copies)
Supplemental Material
Proposal Content, Order of Appearance
Responses to All Subsections Required
Mandatory Requirements
Scored Requirements
12
12
12
13
13
14
14
14
14
14
15
SECTIONS
5.
15
Technical Proposal Requirements (22 Points)
5.1
15
Vendor Responses (MS):
State of Washington
Department of Corrections
15
CRFP6446
Page i ofii
5.2
Vendor Responses (MR),_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ 16
SECTION 6
6.
.
17
Qualifications Proposal Requirements (24 points)
6.1
6.2
6.3
6.4
6.5
6.6
6.7
17
Vendor Firm Information
Responsible Parties
(MR) Washington Business LicenselFederal Employer Identification. Number
Past and Present Relationships with the State
(MR) Contract Performance
(MR) Subcontractors
Qualifications
17
17
18
18
18
19
19
SECTION 7
7.
21
Cost Proposal Requirements (54 points)
7.1
21
Cost
21
SECTION 8
8.
22
Proposal Evaluation Requirements
8.1
8.2
.8.3
8.4
8.5
22
Evaluation Team
Basis for Evaluation
Evaluation Steps
Scoring
Scoring/Selection Approach/Apparent Successful Vendor
22
22
22
22
24
EXHIBITA
1
CERTIFICATIONS AND ASSURANCES
1
EXHmITB
1
GENERAL TERMS AND CONDITIONS
1
EXHIBITC
1
Scoring Example
1
EXHmITD
Exa~ples
1
of Vendor Cost Proposal:
EXHIBIT E
1
1
1
r-
Vendor Cost Proposal Form:
ExhibitF
1
DOC Policy 450:200
DOC Policy 450.210-
1
7
Exhibit G
1
RESPONSIVENESS CHECKLIST
1
\
State of Washington
Department of Corrections
CRFP6446
Page ii of ii
SECTION I
1.
Introduction
1.1
OverView
The Washington State Department of Corrections is soliciting a qualified vendor to provide
telecommunication services and equipment, to ensure that offenders in prison, pre-release and work
release facilities are provided access to public telephones subject to limitations and restrictions necessary
to safeguard the security and order of the facility, and to protect the public from unwanted offender calls.
This RFP will establish a single contract for the implementation and operation of a turnkey offender
telephone system with integrated recording and monitoring capabilities to meet current and future
legislative and programmatic requirements.
The Department intends t9 enter into a contract with a single vendor who will provide complete logistical
support, ongoing operation, and maintenance of an offender telecommunications system/services for 15
correctional facilities and 15 work release facilities.
This Request for Proposall' is expected to result in the award of a single contract with the vendor who
best meets the stated requirements and provides competitive prices for offenders, offender families and
friends. The proposed solution is fora turnkey system to include, among other things, installation,
maintenance, telephones, enclosures, panel and such other equipment or materials necessary to replace
the current offender telephone system/services.
Offender telephone services are currently provided by AT&T under a single contract as the prime
contractor, with multiple vendors as subcontractors. The vendor awarded the contract will be expected to
coordinate with AT&T and its subcontractors to allow for an'uninterrupted transition and implementation
of new services.
Vendors may submit only one proposal as a prime contractor, but may participate as a subcontractor with
another prime contractor on more than one proposal. The prime contractor must provide a single point of
contact for the Department
1.2
Funding
No state funding is provided for the services and equipment provided under any contract awarded as a
result of this RFP. The Department bears no responsibility for any costs incurred by the vendor in '
providing the offender phone system and related services such as maintenance, monitoring and
recording. The Department makes no guarantee of offender call minutes or the type of calls made during
the term of the contract. No vendor selected as a provider of equipment or services by this acquisition is
assured of receiving any minimum amount of business.
1.3
Delegation of Authority to Acquiring Organization: Department of Corrections
"
The Information Services Board (ISB) has authority and oversight over telecommunications acquisitions.
The ISB has delegated to the Department of Information Services (DIS) the authority to approve releases
of RFPs for telecommunication services. This RFP is released in accordance with state information
technology (IT) investment policies and standards. The Department of Corrections is a cabinet-level
agency. The Department is divided into the Prisons Division, Community Corrections Division, and the
Administrative Division.
The Deputy Secretary, Prisons Division, or hislher delegate will administer the contract entered
into as a result of this RFP.
1.4
Definitions
The following terms and abbreviations are defmed as used herein:
, Apparent Successful Vendor: Vendor ranked first as a result of the evaluation of proposals.
The identification of a vendor as an Apparent Successful Vendor does not constitute an award of
a contract under this RFP.
State of Washington
Department of Corrections
CRFP6446
Page 1 of24
Calendar Year: A twelve-month period beginning on January 1st and ending on December 31 st.
Contractor: The vendor with whom a written contract is ultimately executed as a result of this
procurement action.
Contract Award: The contract will be deemed awarded after selection and announcement of the
apparent successful vendor, successful conclusion of any protest process(es) and execution of a
mutually agreeable written contract between the Department and the selected vendor.
Date of Award: The date on which the agency and the successful bidder sign the contract.
DIS: The state of Washington, Department ofInformation Services.
DOC or Department: The state of Washington, Department of Corrections.
ISB: The Information Services Board. The governing body having oversight over
telecommunication acquisitions, policies and standards.
RFP: Request for Proposals. A documented, formal acquisitions process providing an equal
and open opportunity to submit a proposaL
RFP Coordinator: The individual noted in Section 3.2 or designee.
State: The government of the state of Washington, including all its organizational sub-parts.
Subcontractor: Any person not in the employ of the vendor, or any organization not owned by
the vendor, performing work which is the responsibility of the vendor under a contract resulting
from this RFP. The term applies to subcontractors at any tier.
Vendor: Any individual or organization that is a provider of goods and!or services as used
herein, especially a provider of the goods and services being acquired through this RFP, whether
or not the vendor elects to submit a proposaL
SECTION 2
2.
General Requirements
This RFP is issued to procure the services 'of a single vendor to provide a turnkey offender
telephone system including recording and monitoring equipment. A vendor may submit a
proposal on behalf of a group of vendors who may serve as subcontractors, but the proposal must
identify the primary vendor who will sign a contract if selected and will be responsible for any
subcontractor's services provided under the contract. The vendor must designate a single poipt '
of contact for the primary vendor and any subcontractors.
Section 2 defmes how the services ,are expected to be utilized via the contract, and sets forth'
certain terms and conditions for the conduct and performance of the services to be contracted.
Except for Subsection 2.2.2, vendors are not to respond directly to Section 2 in their proposals.
Information in Section 2 is intended to be helpful in completing the vendor's response to the
proposal requirements described in sections 5, 6, and 7 of this RFP.
2.1
General Background
The Department ~f Corrections, an executive-branch agency of the Washington State
government, employs approximately 8,000 individuals who are responsible for approximately
17,000 offenders in the state prison system, and approximately 29,000 offenders under active
community supervision. The Department operates 15 prison and pre-release facilities, 15 work
release facilities, 89 community corrections offices, and a variety of offender and offender
family support programs. Department facilities vary significantly in size and geographic
location, with the largest employing nearly 1,500 staff members, and the smallest employing
fewer than five staff members.
State of Washington
Department of Corrections
CRFP6446
Page 2 of24
In 2003 (for the period of January 1, 2003 through December 31,2003) offenders completed
approximately:
579,171 local calls totaling 8,590,171 minutes
1,053,244 intraLata calls totaling 14,268,787 minutes
402,175 long distance (or interLata calls totaling 5,438,837 minutes
2.2
Contract Term, Initiation of Services, and Payment of Commission
2.2.1
Contract Term
The initial term of any contract resulting from this RFP will begin on March 1, 2006 and
continue through December 31, 2007("Initial Term"). Unless terminated earlier, at the end ofthe
Initial Term and each one (1) year period thereafter until December 31, 2014, the Department
may extend the term of the Contract for an additional one-year period under the same terms and
conditions. The decision to extend the term of the contract shall be at the sole discretion of the
Department.
2.2.2
Initiation of Services/lmplementation Plan
One vendor will be selected to enter into a written convenience contract as a result of this RFP with the
selected vendor to begin providing services no later than 120 days after execution of a written contract.
The Proposal must include an implementation plan describing the tasks and activities to be completed
and their timeframes/milestones prior to the start of services. The implementation plan is to detail how
the vendor would satisfy the RFP's requirements regarding the installation, operation and maintenance of
an offender phone system with monitoring and recording capabilities, such that each issue addressed
would be complete and detailed enough to assure the Department of the vendor's understanding and
capability to perform the cited requirements, and to substantiate that the contract will be fully operational
on the contract start date.
2.2.3
Commission
The Vendor selected and subsequently providing the services required by this RFP will pay a
commission to the Department as set forth in Section 7 of this RFP. The commission paid to the
Department will be based on a percentage qf gross revenue generated by all offender calls. Commission
. payments shall be made by the twentieth day of each month.
2.2.4
Subcontracts
Vendors may use subcontractors to provide services required by this RFP. The intent to use certain
parties as subcontractors must be stated in the vendor's proposal. Vendor's use of a subcontractor not
included in the vendor's proposal may be denied for any reason atthe sole discretion of the Department.
2.2.5
Right of Ownership and Confidentiality
The Department shall own all data collected and stored, and other forms and reports produced in the
.
performance of services rendered under contract from this RFP.
Muchofthe Department's data relates to criminal justice issues. All data or documentation encountered .
by the contractor in performance of services requested will be considered confidential and, therefore, will.
not to be copied, shared, or transferred in any way without written permission of the DOC.
State of Washington
Department of Corrections
CRFP6446
Page 3 of24
SECTION 3
3.
RFP Rules and Procedures
3.1
Issuing Office, Contact with the State
\.
The issuance of this RFP is in accordance with state of Washington IT investment policies and standards ..
The RFP Coordinator is the sole point of contact between vendors and the Department with regard to this
RFP from the date of its release until the Apparent Successful Vendor has been announced. Any attempt
by a vendor to contact the Department other than through the RFP Coordinator concerning this RFP
during that time may be cause to disqualify the vendor from further consideration in this RFP. All
requests for copies of the RFP, questions, and requests for clarificatiOI;l should be directed only to the
designated RFP Coordinator identified below. Contact after announcement of the Apparent Successful
Vendor is governed by the protest procedures outlined in this RFP
3.2
RFP Coordinator
The RFP Coordinator designated for this RFP is Kay Wilson-Kirby. In the event that the RFP
Coordinator is not available,'she or the Contracts Administrator shall designate another party to serve as
RFP Coordinator in her absence.
All communications pertaining to this RFP must be directed only to the RFP, Coordinator, or designee, as
follows:
Department of Corrections
Attention: Kay Wilson-Kirby
Contracts, and Legal Affairs Section
Re: CRFP6446
410 West 5th Avenue
PO Box 41114
Olympia, W A 98504-1114
E-mail: kwilson-kirby@doc1;wa.gov
3.3
Conduct of Acquisition
This acquisition is being conducted in compliance with the policies and procedures of the Washington
State Information Services Board as well as other applicable state laws and regulations.
,
3.4
Conditions
Proposals are invited and will be accepted subject to the following conditions and rights of the
Department. The vendor is specifically notified that failure to comply with any part of the RFP
may result in rejection of the entire proposal as non-responsive.
3.4.1
Only Source for Proposal Requirements
Proposals are to be based only on this RFP, subsequent amendments, if any, and the written questions
and answers published to all vendors. Vendors are specifically instructed to disregard any previous
materials, including previous RFPs orRFP drafts if any were issued, and any oral representations the
vendor may have been given.
3.4.2
Proposal Preparation Costs
Neither the state of Washington nor the Department will be liable for any costs associated with the
preparation of a proposal, a presentation by the vendor, or for any other activity conducted in response to
this RFP. Vendor activity is voluntary on the part of the vendor and is done with the understanding that
no costs incurred will be reimbursed by the state of Washington or DOC.
3.4.3
No Obligation to Contract or Buy
This RFP does not obligate the Department or the state of Washington to award or execute a contract for
-services specified herein. If a contract is executed as a result of this RFP, the Contractor is not assured of
State of Washington
Department of Corrections
CRFP6446
Page 4 of24
receiving any minimum amount of business from the state of Washington or from the Department. The
Contractor is not assured of receiving a minimum amount of business as a result of offender or family
telephone usage.
3.4.4
Third Party Vendor/Subcontractor
Proposals will be accepted from vendors who propose services provided by other parties, with the
understanding that the vendor will remain solely responsible to the Department for the delivery and
performance of all services to be provided under the contract.
3.5
RFP Schedule
All vendors must adhere to the following RFP schedule. The Department reserves the right to revise this
schedule if necessary in accordance with Subsection 3.9.
Event
Date
1. Issue RFP
August 1,2005
2. Written Complaints Due
August 10,2005
3. Vendors' Written Questions Due (FAX acceptable)
August 12,2005
4. Issue Department's Responses to Vendor Questions on or before
August 19,2005
5. Proposals Due
October 3,2005 at 4:00 p.m.-Local Time
6. Evaluation Period
. October 4 -October 7,2005
7. Announcement of Apparently Successful Vendor
(on or before)
8. Execute a Written Contract (on or before)
3.6
October 10, 2005
. November 14, 2005
Vendor's Questions and State's Responses
Vendors may submit written questions and requests for clarification pertaining to this RFP to:
Department of Corrections
Attention: Kay Wilson-Kirby, RFP Coordinator·
Re: CFP6446
410 West 5th Avenue
PO Box 41114
Olympia, WA 98504-1114
FAX: (360) 664-2009
E-mail: kwiison-kirby@doci.wa.gov
Vendor's questions must be in writing and may be sent by mail, FAX, or electronic mail. Questions
received after the deadline date stated in the RFP Schedule (Subsection 3.5) will not be answered. The
Department will attempt to answer all questions received provided that the Department receives them no
later than August 12,2005.
The basic content of all vendors' questions and the Department's responses to the questions will be
published and sent via mail, FAX, or electronic mail to each vendor. The vendor's questions and the
Department's responses to the questions will also be published on the Department's website at
www.wa.gov/doc. The Department intends to provide the answers to all submitted written questions on
or before August 19,2005, in one single document. Ifa vendor does not receive the list of vendor
questions and Department responses by close of business on August 19,2005, then the vendor shall
either contact the RFP Coordinator to request such list, or access the above listed website to review such
list. Authors of questions will not be identified in this published document.
The Department's position as set forth in the published vendor's questions and the Department's
responses shall take precedence over the RFP, if a conflict exists between the two documents.
State of Washington
Department of Corrections
CRFP6446
Page 5 of24
The only official answers and position of the state of Washington with regard to vendor's questions will
be those stated in writing.
3.7
Complaints
Vendors may submit a complaint to the RFP Coordinator prior to responding to the RFP if a
vendor believes the RFP unduly constrains competition or contains inadequate or improper
criteria. The complaint shall be made in writing before the due date as shown in Subsection 3.5
of the RFP. The Department's solicitation process may continue. The Department's Contracts
Administrator will review the complaint. A copy of the complaint will be forwarded to the
Department of Information Services. The Department will reply to the vendor with a proposed
solution, if deemed appropriate, and advise DIS of its reply. If the vendor believes the
Department's proposed solution is unsatisfactory, the vendor may appeal to DIS. The vendor is to
provide the written appeal to DIS at:
Deputy Director Department of Information ServiceslMOST
1110 Jefferson Street SE
Olympia, W A 98504-2445
The vendor must also send a copy of the written appeal to the RFP Coordinator. DIS may accept the
Department's solution, or may direct modification of solicitation 'requirements or the schedule, direct
withdrawal of the solicitation, or may take other steps that it finds appropriate. The resulting DIS
decision is fmal with no further administrative appeal available.
3.8
Cancellation or Reissuance of the RFP
The Department reserves the right to cancel or reis~ue the RFP ,in whole or in part, for any reason at the
sole discretion of the Department at any time prior to the execution of a written contract. Canceling or
\
reissuing the RFP acts as a rejection of all bids.
3.9
RFP Amendments
The Department reserves the right to amend this RFP. Amendments, if any are issued, will be sent to all
vendors who request the RFP, and posted on the Department website at www.wa.gov/doc. If any vendor
has reason to doubt whether the Department is aware of the vendor's interest, it is incumbent on the
vendor to either check the above listed website or to notify the Department to be sure that amendments
are received. Notice to the RFP Coordinator may be sent by mail, telephone, e-mail, or FAX.
an
If a conflict exists or may exist between amendments or between amendment and the RFP, the
document having the latest date shall take precedence. For this purpose only, the published vendor's
questions and the Department's responses shall be cons~dered an amendment to the RFP.
"
3.10
Alternate or Multiple Proposals
Each vendor may submit only one proposal. Submission of multiple proposals is disallowed and will
result in the rejection of all proposals submitted by the vendor.
3.11
Withdrawal of Proposals
Vendors may withdraw a proposal that has been submitted at any time up to the proposal due date and
time. A written request signed by an authorized representative of the vendor must be submitted to the
RFP Coordinator. After withdrawing a previously submitted proposal, the vendor may submit another
proposal at any time up to the proposal due date and time.
All proposals submitted that are not withdrawn before the proposal due date and time shall remain valid
for 180 days following the proposal due date. Proposals which specify expiration in less than 180 days
will be considered non-responsive and will be rejected.
3.12
Proposal Due Date
All required copies of the proposal must be received at the RFP Coordinator's office no later than 4:00
p.m. Pacific Standard Time (PST) on the date specified in the RFP Schedule in Subsection 3.5 above.
State of Washington
Department of Corrections
CRFP6446
Page 6 of24
1
No other distribution of the proposal is to be made by the vendor. Proposals received after that time and
date will be considered non-responsive and will not be evaluated.
The proposals as delivered must include all parts and components as defmed in the Instructions for
Proposal Preparation and Submittal (RFP Section 4). The vendor can make no additions, deletions,
corrections, Qr amendments after the due date. Incomplete proposals will be rejected as non-responsive.
The Department reserves the right to change the proposal due date to a later date, but will not change the
date to an earlier date.
3.13
Proposal Delivery Location
All parts of the proposal must be mailed or delivered, by means ,of the vendor's own choosing, to the RFP
Coordinator's office at the address shown below:
Department of Corrections
Attention: Kay Wilson-Kirby
Contracts and Legal Affairs Section
Re: CRFP6446
First Floor
410 West 5th Avenue
PO Box 41114
Olympia, W A 98504-1114
When hand delivering proposals, please sign in with the security guard at the entrance. The proposal
must be received at the above address not later than the due date and time for responses to this RFP as set
forth herein. Late responses shall not be accepted and will be automatically disqualified from further
consideration. The Department assumes no responsibility for timely delivery or receipt of proposals.
Proposals submitted by FAX or e-mail will not be considered acceptable and will be rejected.
The method of delivery of proposals is at the discretion of the vendor and at the vendor's sole risk. The
RFP Coordinator does ,not take responsibility for any problems with the mail, eitp.er within or outside the
Department. Receipt by any other office or mailroom is not equivalent to receipt by the RFP
. Coordinator.
3.14
Waiver of Minor Administrative Irregularities
The Department reserves the right, at its sole discretion, to waive minor administrative irregularities in
any proposal received. It shall be understood by the vendor that the proposal is predicated upon
acceptance of all the terms and conditions contained in the RFP unless the vendor has obtained such
waiver in writing from the Department prior to submission of the proposal.' Such a waiver, if granted"
will be applicable to all vendors.
3.15
Acceptance of Proposals
Proposals must be prepared and submitted in accordance with the Instructions for Proposal Preparation
and Submittal (RFP Section 4). The Department reserves the right to reject any proposal that does not
comply with the instructions.
3.16
Proposal Evaluation
A team or teams of evaluators selected by the Department will evaluate all proposals received by the due
date and time that are not rejected during the pre-screening process, or the review for compliance with
, the mandatory requirements. The evaluation process is described briefly below with more specific
information contained in Sections 7 and 8 and Exhibits C and D ofthis RFP.
3.16.1 Pre-screening
The RFP Coordinator shall first review each proposal for compliance with the requirements and
instructions set forth in this RFP. Proposals found to be non-responsive will be rejected in the
State of Washington
Department of Corrections
CRFP6446
Page 7 of24
prescreening process and will not be forwarded to the evaluation team(s) for further review. A prescreening checklist is attached as Exhibit G to this RFP.
3.16.2 Review for Compliance with Mandatory Requirements
Proposals, will then be reviewed by the RFP Coordinator or designee(s) to ascertain that the requirements
identified in this RFP as Mandatory Requirements (MR) are adequately addressed. Proposals found to
be non-responsive will be rejected and will not be forwarded to the evaluation teams for further review.
3.16.3 Scoring
Proposals that meet the mandatory requirements will be reviewed and scored by an evaluation team(s)
consisting of representatives of the Department and/or any other sources deemed necessary by the
Department. The Department in its review of RFP requirements such as alternative calling plans may
obtain input from stakeholders such as offender families, DIS, and the Washington Utilities and
Transportation Commission. Requirements identified as scored by the appearance of Mandatory Scoring
"(MS)" on the heading line will be reviewed using pre-established evaluation criteria as discussed in
Section 8 of this RFP. Upon completion of this review, scores will be forwarded to the RFP Coordinator.
See Exhibit C.
.
3.17
Selection of Apparent Successful Vendor
The RFP Coordinator, or designee, will compile the scores 'achieved on the evaluations of the Technical,
Qualifications, and Cost proposal sections. The scores are added and the Apparent Successful Vendor
will be identified on the basis of the final scores. Identification as an Apparent Successful Vendor does
not give rise to a contract. No contract will exist as a result of this RFP unless, and until a written
contract is executed between the Department and an Apparent Successful Vendor after resolution of any
bid protests, and successful negotiation of contract terms.
The Department reserves the right to reject any and all proposals, for any reason, at any time,
without penalty to the Department or state of Washington, and to issue no contract as a result of
this RFP. All submissions accepted will be reviewed and the final selection, if any, will be the proposal,
which, in the opinion of the Department, best meets the requirements set forth in this RFP and is in the
best interest of the Department. Any proposal, which is rejected as non-responsive, will not be evaluated
and no score :will be assigned.
)
3.18
\...
3.19
Contract Award
The Department reserves the right to make an award without further discussion of the proposal
submitted. Therefore, the proposal should be initially submitted on the most favorable terms the vendor
can offer. The proposal will become a part of the official file on this matter without obligatiOIi to the
Department. The award of a contract, or selection of an Apparent Successful Vendor, does not give rise
to a contract. The Department reserves the right to reject all proposals and not to award a contract as a
result of this RFP at any time prior to the signing of a written contract. .
Incorporation Into Contract
This RFP will be incorporated into any contract resulting from this RFP.
3.20
Award Notice
Vendors whose proposals have not been selected for further negotiation or award will be sent a notice of
non-selection at the address, electronic mail address, or FAX number given in the Qualifications
Proposal Requirements, Subsection 6.1.1.
3.21
Vendor Debriefing
Vendors who submitted a proposal may, within one business day of receipt of the notice of nonselection, request a meeting for debriefmg and discussion of their proposals. The request must be
submitted to the RFP Coordinator, in writing, by FAX or e-mail. Debriefings will be completed within
State of Washington
Department of Corrections
CRFP6446
Page 8 of24
the five business days following the receipt of the notice of non-selection. The Department will control
the scheduling of debriefings.
Debriefing will not include any comparisons of the vendor's proposal with other proposals. Discussion
will be limited to a critique of the requesting vendor's proposal..
3.22
Protest Procedures
Exhaustion of the protest procedure is a prerequisite to the vendor filing suit. Any lawsuit
resulting from the RFP must be filed in Thurston County of the state of Washington.
3.22.1 First Level Protest Process
This procedure is available to vendors who submitted a response to this solicitation document and who
have participated in a debriefing conference. Upon completing the debriefing conference, the vendor has
five business days to file a protest of the acquisition with the Contracts Administrator; the protest must
be received by the Department within five business days. Vendors protesting this procurement shall
follow the procedures described herein. Protests that do not follow these procedures shall not be
considered.
Upon receipt of a protest, the Department's Contracts and Legal Affairs Section will perform a protest
review. The Department will immediately notify DIS of the protest. The person conducting the protest
review shall not have been involved in the acquisition being protested. If necessary to obtain review by a
person not involved in the acquisition being protested, the protest review shall be conducted by someone
from outside the Contracts and Legal Affairs Section selected at the sole discretion of the Department.
All relevant facts known to the Department will be considered and the Department within five business
d~ys of receipt of the protest will issue a decision. If additional tiille is required, the protesting party will
be notified of the delay.
.
,
In the event that a protest may affect the interest of another vendor that submitted a proposal, such
vendor may be given an opportunity to submit views and any relevant information on the protest to the
Contracts Administrator.
All protests must be in writing and signed by a person authorized to bind the vendor to a contractual
relationship. Telegrams, e-mails, faxed documents, or similar transmittals will not be considered. The
protest must state all facts and arguments reasonably known by the protesting party at the time of the
protest, on which the protesting party is relying. All protests shall be addressed as follows:
Contracts Administrator
Department of Corrections
Administrative Division
Contracts and Legal Affairs Section
PO Box 41114
Olympia, Washington 98504-1114
3.22.2 Second Level Protest Process
The following protest procedure is available to vendors that have complied with the First Level Protest
Procedures above. Protests are made:
To the Department of Information Services, (DIS) only after protesting first to the Department, if the
Department's resolution is not satisfactory to the protesting vendor. Protests to DIS shall be received, in
writing; within five business days after a vendor has received notification of the Department's decision.
Protests are to be sent to:
Deputy Director Department of Information ServiceslMOST
111 0 Jefferson Street SE
Olympia, W A 98504-2445
State of Washington
Department of Corrections
CRFP6446
Page 9 of24
\.
3.22.3 DIS Review
The DIS review encompasses acquisitions approved by DIS and acquisitions within agency delegated
authority. A vendor may protest to DIS in writing within five business days after the vendor has received
notification of the Department's decision. DIS shall consider all the relevant facts, and issue a decision
in writing within five business days after receipt of the protest, ,unless more time is needed. The
protesting vendor shall be notified if additional time is necessary.
The DIS decision constitutes the fmal step of the protest process. The resulting decision is final with no
further administrative appeal available.
3.22.4 Grounds for Protest
Grounds for protest are limited to specific criteria. Only protests based on the following criteria shall be
considered:
A. Arithmetic errors were made in computing the score;
B. TherDepartment failed to follow procedures established in the solicitation document, the IT
Investment policy, the IT Investment Standards, or applicable state or federal laws or
regulations; or
C. Bias, discrimination, or conflict of interest on the part of an evaluator.
3.22.5 Form and Content
Vendors shall include in their written protest all facts'and arguments upon which the protest is based.
The minimum form and content that vendors are required to provide include:
A. Information about the protesting vendor: name of firm, mailing address, phone number, and
name of individual responsible for submission of the protest;
B. Information about the acquisition, issuing agency, and acquisition method;
C. Specific and complete statement of the Department action(s) protested and all supporting
documentation;
D. Specific reference to the grounds for the protest;
E. Description of the relief or corrective action requested; and
F. For protests appealed to DIS, a copy of the Department's written decision on the protest.
3.22.6 Available Remedies
The fmal determination shall:
A. Find the protest lacking in merit and uphold the Department's action; or
B. Find only technical or harmless errors in the Department's acquisition process, determine the
Department to be in substantial compliance, and reject the protest; or
C. Find merit in the protest and pursue other options, or in the case of a review by DIS, provide
the Department with options, which may include:
•
Correct errors and reevaluate all proposals; and/or
•
Reissue the solicitation document; or
•
Make other findings and determine other courses of action as appropriate.
3.22.7 Stay of Contract Execution During Protests
In the event of a timely protest, the Department will postpone further steps in the acquisition process
until the protest is resolved. The Department may not execute a contract under this RFP or a work order
State of Washington
Department of Corrections
CRFP6446
Page 10 of24
until the protest is decided. The Department may execute a contract extension with the current contract
provider(s) to continue services during this delay.
3.23
Execution of the Written Contract
At the sole option of the Department, any contract signed between a vendor and the Department as a
result of this RFP will be subject to the Department's General Terms and Conditions, attached hereto as
Exhibit B. In no event is a vendor to submit its own standard contract terms and conditions as a response
to this RFP. The vendor may submit exceptions or modifications to the proposed terms and conditions
for consideration by the Department. Any such proposed exceptions or modifications to the contract
terms must be included in the submittal envelope and must, if there are changes to existing wording,
identify the contract section which is being proposed for modification. Modification requires Department
approval.
Time is of the essence in the execution of any contract offered by the Department as a result of this
RFP. The Department reserves the right to negotiate with the next highest ranked vendor and to
contract with that vendor for an offender phone system, if a contract is not signed by the Apparent
Successful Vendor within 20 days after a contract is presented by the Department to the Apparent
Successful Vendor for signature.
3.24
Insurance Coverage
As a condition of the award of contract, the vendor will provide proof of insurance from the
vendor's insurance carrier, outlining the extent of vendor's liability coverage. The vendor shall,
at its own expense, obtain and keep in force commercial general liability insurance and business
auto liability insurance during the term of the contract. The vendor's commercial general liability ,
insurance shall cover risks of bodily injury (including death), property damage and personal
injury, including coverage for contractual liability, with a limit of not less than $1 million per
occurrence/$2 million general aggregate. The vendor's business auto liability insurance (owned,
hired, or non-owned) shall cover risks of bodily injury (including d~ath) and property damage,
including coverage for contractual liability, with a limit of not less than $1 million per accident.
The vendor shall furnish evidence of the required insurance by means of a Certificate of
Insurance, a copy of which shall be forwarded to the Department within 15 days of receipt of
notice of award.
3.25
Compliance with the Americans with Disabilities Act
UDless an individual or organization is exempt from compliance with the Americans with Disabilities
Act, the Department will only contract with organizations or individuals that declare their intention to
comply with the Americans with Disabilities Act.
3.26
Authority to Bind the Department
The Secretary of the Department or an appointed designee is the only individual who may legally
commit the Department to the expenditure of public funds for this RFP. No cost chargeable to the
proposed contract may be incurred before receipt of a fully executed written contract.
3.27
Proprietary InformationlPublic Disclosure
Materials submitted in response to this competitive RFP shall become the property of the Department.
All proposals received are public records under Chapter 42.17 RCW and shall be disclosed in accordance
with the requirements of that chapter. Any information in the proposal that the vendor desires to claim as proprietary and exempt from
disclosure under the provisions of Chapter 42.17 RCW must be clearly designated. The page must be
identified and the particular exemption from disclosure upon which the vendor is making the claim.
Each page claimed to be exempt from disclosure must be clearly identified by the word "Confidential"
printed on the lower right hand comer of the page.
State of Washington
Department of Corrections
CRFP6446
Page 11 of24
The Department will consider a vendor's request for exemption from disclosure; however, the
Department will make a decision predicated upon applicable laws. Marking the entire proposal exempt
from disclosure cannot be honored. The vendor must be reasonable in designating information as
confidential. If any information is marked as proprietary in the proposal, such information will not be
made available until the affected vendor has been given an opportunity to seek a court injunction against
the requested disclosure, and either chooses not to seek an injunction, or fails. to seek an injunction
within ten days of receiving the notice of the request.
A charge will be made for copying and shipping, as outlined in RCW 42.17.300. No fee shall be charged
for inspection of contract files, but 24 hours' notice to the Department's Contracts Administrator is
required. Requests for information should be addressed to:
Department of Corrections
Contracts and Legal Mfairs
Attn: Gary Banning, Administrator
410 West 5th Avenue
PO Box 41114
Olympia, W A 98504-1114
SECTION 4
4.
Instructions for Proposal Preparation and Submittal
4.1
Proposal Organization and Number of Copies
Proposals must be submitted in five parts as follows:
a) Submittal Envelope (1 copy) - See section 4.3 for requirements
b) Implementation Plan (4 copies) '-- See subsection 2.2.2 for requirements
c) Technical Proposal (4 copies) - See section 4.4 for requirements
d) Qualifications Proposal (4 copies) - See section 4.5 for requirements
e) Cost Proposal (4 copies) - See section 4.6 for requirements
The required composition of each part is described in later paragraphs of this section .
. 4.2
Proposal Format
Each proposal part (Submittal Envelope, Implementation Plan, Technical, Qualifications, and Cost) must
be separate units.
'"
Proposals must be on standard 8.5" x II" white paper, except that charts, diagrams and the like may be
on foldouts which, when folded, fit within the 8.5" x II" format. All pages, except for those in the
submittal envelope, must be consecutively numbered, starting with page 1 in each of the proposals. The
page number may be located at the top or bottom as the vendor prefers, but the location must be
consistent throughout.
4.3
Submittal Envelope (1 copy)
The submittal envelope i~ to include:
a) Letter of submittal
b) Certifications and Assurances form (signed)· See Exhibit A.
The outside of the Submittal Envelope must be labeled as follows:
Washington Department of Corrections
Submittal Envelope
Name of Vendor
CRFP6446
State oJWashington
Deparhnent of Corrections
CRFP6446
Page 12 of24
,
\
The envelope must be sealed when delivered. The person who takes delivery will execute a receipt,
which will be signed by the delivering party with the date and time received. The required contents of
the submittal envelope are specified below.
4.3.1
Letter of Submittal
The letter must be written on the vendor's official business letterhead stationery. It must include the
following, in the order given:
a)
An itemization of all materials and enclosures being forwarded collectively in response
to the RFP;
b)
A reference to all RFP amendments received by the vendor (by amendment issue date),
to ensure the vendor is aware of all such amendments in the event there are any; if none
. have been received by the vendor, a statement to that effect should be included;
c)
A statemellt that the vendor believes the proposal addresses all the mandatory
requirements set forth in the RFP;
d)
A statement which acknowledges and agrees to all of the rights of the Department
including the procurement rules and procedures, terms and conditions, and all other
rights and terms specified in this RFP;
e)
An expression of the vendor's willingness to enter into an agreement with the
Department which includes the terms alid conditions ofthe contract included as Exhibit
B of this RFP; and
f)
The vendor's guarantee that the proposal as submitted shall remain in full force and
effect for a specified period of time, which must be at least 180 days from the proposal
due date specified in this RFP.
I
The vendor may include any other topics or statements in the letter as the vendor deems appropriate and
may wish to convey to the Department.
If the vendor wishes to propose alternate contract language, such proposal shall be made in the body of
the submittal letter or, alternatively, in a separate document referenced from the body of the letter and
enclosed in the Submittal Envelope. A person authorized to bind the vendor to a contractual relationship
must sign the submittal letter.
4.3.2
Certifications and Assurances Form
A person authorized to bind the vendor in a contractual relationship must sign the Certifications and
Assurances form, which must then be included in the Submittal Envelope.
The Certifications and Assurances form is included in this RFP as Exhibit A.
4.4
Technical Proposal (4 copies)
Four copies should be submitted.
The putside cover of the Technical Proposal is to be labeled as follows:
Washington State Department of Corrections
Technical Proposal
Name of Vendor
CRFP6446
The Technical Proposal is to contain the responses to the questions and requests for information, which
appear in Section 5 ofthisRFP.
4.5
Qualifications Proposal (4 copies)
Four copies should be submitted.
State of Washington
Department of Corrections
CRFP6446
Page 13 of24
The outside cover of the Qualifications Proposal is to be labeled as follows:
Washington State Department of Corrections
Qualifications Proposal
Name of Vendor
CRFP6446
The Qualifications Proposal is to contain the responses to the questions and requests for information,
which appear in Section 6 of this RFP.
4.6
Cost Proposal (4 copies)
The outside cover of the Cost Proposal is to be labeled as follows:
Washington State Department of Corrections
Cost Proposal
Name of Vendor
CRFP6446
The Cost Proposal is to contain the responses to the questions and requests for information, which appear
in Section 7 of this RFP and the completed Phone Cost Form (Exhibit E).
.
4.7
Supplemental Material
No supplemental material should be submitted.
4.8
Proposal Content, Order of Appearance
Responses to each question or request for information must appear in the.order given in the RFP,
numbered and headed the same way and with full text as each item appears in the RFP. A response for
every numbered subsection (which should be identified as Mandatory Scored (MS-#) or Mandatory
Requirement (MR-#) in Sections 5, 6 and 7 of this RFP) is required in the corresponding proposal except
where:
a)
The numbered item serves as a heading only, and there is no statement under the heading
line; or
b)
Otherwise stated within the numbered item.
The proposal evaluators will find it helpful, and the vendor will likely fmd it convenient during proposal
preparation, if the vendor will repeat the number, heading, and full text of.all subsections, including
those which do not require a response. To assist vendors in developing their proposals this document is
. available in electronic format in Microsoft Word for Windows 97.
4.9
Responses to All Subsections Required
The vendor must provide the information requested in all mandatory subsections of the Technical,
Qualifications, and Cost Proposal Sections (Sections 5,6 and 7) without respect to whether a subsection
states a mandatory or scored requirement. That is, the fact that a requirement is not scored does not
mean that providing the requested information is optional. Failure to provide an adequate response to any
mandatory subsection that requests information will cause the proposal to be deemed non-responsive and
be disqualified from further consideration. A vendor response of "read, understood and will comply"
without an adequate description of what the vendor proposes is not an acceptable response and will result
in a zero score.
4.10
Mandatory Requirements
Mandatory Requirements (MR) - A Mandatory Requirement sets forth minimal information that must be
considered, capabilities that must be provided or minimum performance levels that must be met by the
vendor: Failure of the vendor to adequately meet anyone Mandatory Requirement may render a
proposal non-responsive and constitute grounds for proposal rejection. The Department reserves the
right to waive non-material deviations if this is in the best interest of the :qepartment.
State of Washington
Department of Corrections
CRFP6446
Page 14 of24
Mandatory Requirements are denoted by (MR) on the heading line and will be evaluated on a pass/fail
basis only. No score is credited for meeting Mandatory Requirements.
Failure to meet a Mandatory Requirement shall be established by any of the following conditions:
•
The vendor states that a Mandatory Requirement cannot be met;
•
The vendor fails to include required information in a Mandatory Requirement;
•
The vendor fails to include sufficient information to substantiate that a given Mandatory
Requirement is met; or
•
The vendor fails to include requested references or documents.
If all vendors fail to meet the same Mandatory Requirement, the Department reserVes the right to waive
the'Mandatory Requirement or to cancel the RFP.
4.11
Scored Requirements
Requirements which are not designated to be mandatory requirements "(MR)" are mandatory scored
requirements, denoted by the appearance of (MS - #) (where # is a numeric indicator of the weight
assigned to the item) on the heading line. These will be evaluated and a score will be assigned by each
evaluator based on the merits of the proposed solution as described in the vendor's response. It is in the
vendor's best interest, therefore, to be as thorough as practical in its responses. A discussion of how the
points will be awarded and how scores will be evaluated is contained in Section 8.
SECTIONS
5.
5.1
,'Technical Proposal Requirements (22 Points)
Vendor Responses (MS):
The vendor must respond by identifying the technical requirement and providing sufficient
narrative/written responses to allow the evaluators to fully understand and score how the phone system
proposed by the vendor meets and/or furthers the following business/program needs. A vendor response
of "Read, understand, and will comply" is not sufficient and will result in a score of zero without more
description by the vendor of how they propose to meet the requirement.
5.1.1
(MS - 4.0) Protect the public from unwanted/unsolicited/fraudulent offender calls.
5.1.2
(MS - 4.0) Identify, document and record convers'ations affecting security of institutions
and inappropriate/illegal activities. All calls from offender telephones will be processed'
and recorded through the offender calling system. All calls from designated attorney
phones must be processed separately from the offender calling system and will not be
recorded.
5.1.3
(MS - 2.0) Facilitate effective phone management and usage review by the Department
through customized, standard and ad hoc reports.
5.1.4
(MS - 3.0) Available low-cost calling plans that promote/foster offender/family
relationships, including a low cost alternative plan to collect calls (fully describe the
implementation, management and billing processes as well as criteria for offender or
others to use the plans). Fully describe any special features ofthe plans such as an across
the board fixed rate for a 5 minute call or a free 5 minute call on an offender's birthday.
5.1.5
(MS - 1.0) Facilitate offender, their families, and other public users ability to predict and
monitor costs. Describe in detail the policy and procedures of handling customer
complaints.
5.1.6
(MS - 1.0) System management including the ability to update offender call list and 4 to 15
digit personal identification number (PIN) number within one business day.
State of Washington
Department of Corrections
CRFP6446
Page 15 of 24
5.1. 7
(MS - 1.0) Exist within current allocated physical space within the institutions and HQ.
5.1.8
(MS - 1.0) "2417" (24 hours a day-7 days a week) availability of offender phones.
5.1.9
(MS -1.0) Further DOC Policy Directives 450.200 and 450.210. (Attached as Exhibit F)
5.1.10 (MS - 4.0) Look, feel and ease of use. Vendor must provide a video of 60 minutes or less on
VHS, CD or DVD demonstrating the proposed recording and monitoring equipment
(what the system can do for Department investigative staff). Vendor must at a minimum
demonstrate the following:
•
•
•
•
, 5.2
screens
reports.
recording and monitoring features
ease of use
Vendor Responses (MR.)
r-',
The vendor must respond by identifying the technical requirement and providing sufficient
narrative/written responses to allow the evaluators to fully understand and assess how the phone system
proposed by the vendor meets and/or furthers the following basic operational requirements. A vendor
response of "Read, understand, and will comply" is not sufficient and may result in rejection of the
proposal without more description by the vendor of how they propose to meet the requirement.
5.2.1
(MR.) One-way, outgoing only service
5.2.2
(MR.) Station-to-station operator announced calling
5.2.3
.(MR.) Prohibit direct dialed calls of any type
5.2.4
(MR.) Prohibit access to live operators except as may be necessary for international calls
5.2.5
(MR.) Secure playback on an unlimited number of workstations via Ethernet connection
5.2.6
(MR.) Telephone station equipment powered by the telephone line and require no
additional power source
5.2.7
(MR.) Provide for the shutting down or inactivation of individual phones, phones in a
housing unit or the total s y s t e m ·
5.2.8
,,-.
(MR.) Use digital recording equipment capable of monitoring in real time and capable of
capturing 100% of all calls placed from any of the offender phones including the ability to
monitor other institutions' offender calls from any institution's networked monitoring
stations, except attorney phones and the ability for investigators at HQ to also monitor
and record selected facility calls. All prison facilities and HQ must be networked.
5.2.9
(MR) Provide and main~ain attorney telephones which are not connected to the recording
system
5.2.10 (MR.) Provide Dictaphone playback machines at the 9 DOC facilities where they currently
exist until no longer needed
5.2.11
(MR.) Provide appropriate telephone equipment for hearing-impaired offenders
5.2.12 (MR.) Installation is compliant with DOC IT infrastructure guidelines
State of Washington
Department of Corrections
CRFP6446
Page 16 of24
SECTION 6
6.
Qualifications Proposal Requirements (24 points)
6.1
Vendor Firm Information
6.1.1
(MR) Vendor Name and Address
State the proposing organization's full company or corporate name and give the official representative,
address, telephone number, email address (ifany) and FAX number of the vendor's office location
responsible for performance under a contract with the state of Washington in the event the vendor
becomes the Apparent Successful Vendor.
6.1.2
(MR) Organization
Specify how the proposing entity is organized (proprietorship, partnership, corporation).
6.1.3
(MR) Year of Organization
Specify the year in which the vendor was first organized to do business as substantially the entity which
now exists, whether or not the form of organization has changed in the interim (such as by subsequent
incorporation, merger, or other organizational change) and regardless of name changes. The intent of
this requirement is to ascertain the longevity of continuous operation of the vendor, and the response
should be formulated to provide that information as appropriate to the vendor's business circumstances.
6.1.4
(MR) Principal Officers
Give the name, office, address, and business telephone number ofthe prlnGipal officers of the vendor's
organization. At a minimum, include officers who hold the following functional positions, if applicable:
a) Board Chairman, if a corporation
b) President or other Chief Executive Officer
c) Corporate Secretary, if a corporation
d) Chief Financial Officer
6.1.5
(MR) Owners
Identify by name, business address and telephone number of all owners, partners or stockholders who
own ten percent (10%) or more of the proposing organization~ If any corporation owns ten percent
(10%) or more of the proposing organization, identify the corporation and its chief executive officer and
chief financial officer.
.
6.1.6
(MR) Change in Ownership
If any change in ownership or control ofthe proposing organization is anticipated during the twelve (12)
months following the proposal due date, describe the circumstances of such change and indicate when
the change will likely occur.
6.2
Responsible Parties
6.2.1(MR) Management
Identify by name, title or position, and telephone number all management-level officers of the proposing
organization's performing office who would have direct responsibility for the performance of a contract
resulting from this RFP. '
6.2.2
(MR) Contract Responsibility
Identify by name, title or position, and telephone number the individual who would have primary
responsibility for initiating service resulting from this RFP; i.e., a manager or representative for this
contract.
State of Washington
Department of Corrections
CRFP6446
Page 17 of24
6.3
(MR) Washington Business LicenselFederal Employer Identification Number
Either (a) state that the vendor now holds a valid business license, Universal Business Identifier (UBI)
issued by the state of Washington, and provide the license number; or (b) declare that the vendor will
obtain such license if selected as the Apparent Successful Vendor, immediately upon such selection and
before execution of a resulting contract. Also provide the Federal Employer'Identification Number
(FEIN) or Social Security Number.J
Vendors who wish to obtain further information regarding a Washington Business License may write:
Department of Licensing
Master License Services
PO Box 9034
Olympia, W A 98507 -9034
Or call:: (360) 664-1400
Or apply online at: www.dol.wa.gov
6.4
Past and Present Relationships with the State
6.4.1
(MR) Prior and Existing Contracts
If the proposing organization, its predecessor, or any party named in the preceding subsections has
contracted with the Department or any other Washington State agency during the past 24 months,
identify the contract number and/or any other information available to identify such contract(s).
If no such contracts exist, so declare.
6.4.2
(MR) Vendor's Employee Relationships to State
If any party named in the preceding subsections of this Section 6 is or was an employee of the state of
Washington in the past 24 months, identify the individual(s) by name, social security number,(state
agency by which employed, job title of position held with the State, and separation date.
If no such relationship exists, so declare.
6.4.3
(MR) Persons Employed by Both State and Vendor
If any employee of any agency of the state of Washington is employed by the vendor, or sits on the
governing board of the vendor, as of the due date for proposal submission specified herein, identify all
such persons by name, position held with the vendor, and position held with the State (including job title
and agency). Describe the responsibilities of such persons within the proposing organization. If, after
review of this information by the Department, it is determined that a conflict of interest exists or may
exist, the vendor may be disqualified from further. consideration in thi~s RFP.
If no such relationship exists, so declare.
6.S
./
. (MR) Contract Performance
If the vendor or the subcontractor has had a c(;mtract terminated for default during the past five years,
describe'each termination in the format explained below. Termination for default is def1,lled as notice to,
stop performance delivery due to the vendor's non-performance or poor performance and the·issue was
either (a) not litigated due to inaction on the part of the vendor; or (b) litigated and such litigation
determined the vendor to be in default.
Submit full details of all terminations for default experienced by the vendor during the past five years
including the other party's name, address and telephone number. Present the vendor's position on the
matter. The Department will evaluate the facts and may, at it's sole discretion, reject the proposal if,
based on the facts discovered, the Department believes that there is a risk that completion of a contract
resulting from this RFP may ~e j e?pardized by selection of the vendor.
State of Washington
Department of Corrections
CRFP6446
Page 18 of 24
If the vendor or subcontractor has experienced no such terminations for default in the past five years, so
declare.
By providing the information required in this section, the vendor authorizes the Department to contact
the entities with which the vendorlsubcontrqctor has contracted regarding contract performance. The
information received from these entities may be used for scoring purposes under the references section.
The Department will evaluate the facts and may, at its sole discretion, reject the vendor's proposal if,
based on the facts discovered the Department believes that there is a risk that completion of a contract
resulting from this RFP may be jeopardized by selection of the vendor.
6.6
(MR) Subcontractors
In order to achieve the best possible combination of equipment, service and rates, subcontractor
arrangements may be proposed. Any and all such relationships must be in the context of a
subcontractor(s) to the vendor. The proposing firm must be declared as the prime contractor.
If any subcontractor relationships are proposed, describe the subcontractor relationship with the
proposing firm. Discuss the nature of the subcontractor organization and the management and reporting
relationships between the vendor's firm and the subcontractor.
If no subcontracting is intended, so declare.
6.7
Qualifications
This paragraph explains the approach to determination of Qualifications. Do not respond to this
paragraph. Responses to sections 6.7.1 through 6.7.1.5 will enable scores to be assigned to each vendor
in each experience category. The experience categories, to receive scores include:
•
•
System-wide inmate telephone systems - Provision of inmate telephone systems and
services statewide for a state correctional department or a countywide system and services
for a county correctional department.
Local inmate telephone systems - Provision of inmate telephone systems in a state or county
that does not encompass all inmate facilities within the state or county. This would include
federal facilities that are individually served.
Within the experience category, subcategories will be identified which are pertinent to the Department's
needs as described in Section 2 of this RFP.
•
•
•
Responses will address vendor experience in providing services for each category.
Vendors will also be required to specifically address their experiences in each subcategory.
Vendors will be required to provide one-page resumes on individuals available to the vendor
to provide services in each category that iS to be included in the response.
Vendors will be required to provide five references.
Finally, vendors will be required to describe their ability to provide services in each
subcategory.
.
I
•
•
The response will include relevant information to demonstrate the vendor's experience. Experience
should be correlated with the vendor's contract references/prior contracts.
6.7.1
Offender Telephone Systems and Services
Experience in this category includes design and implementation of offender phone systems,
billing/payments, customer relations, management of subcontractors,
, maintenance/repair/troubleshooting, and monitoring/recording integration.
6.7.1.1
(MS -10.0) References/Experience
List at least three and no more than five vendor references for which the vendor has provided offender
telephone systems similar to that sought through this RFP. Describe the specific experiences the vendor
and subcontractors have had in providing inmate telephone systems and services. Clearly describe the
State of Washington
Department of Corrections'
CRFP6446
Page 19 of24
scope and scale of the services provided for each experience, including whether the experience was that
of the prime contractor or subcontractor. Limit the description of each experience to five pages or less.
Each description can include either the Vendor or a subcontractor( s) or both. Describe how each
experience applies to the following:
•
•
•
•
•
•
•
•
Design (j.D.d implementation of system wide or local offender phone systems
Billing/payments
Customer/public relations
Management of subcontractors
Maintenanceirepair
Troubleshooting/response
Monitoring/recording integration
Other
References must contain the firm's name, contacfs name, and phone number. The score will be based on
a review ofthe vendor's response and the information obtained by the Department from the listed vendor
references. The Department may, at its option, contact other vendor customers with.whom the vendor has
contracted and use such information obtained in scoring this item.
6.7.1.2
(MS - 6.0) Vendor Resources
Provide brief one-page resumes of the single point of contact and any other individual presently
employed by the vendor or stated subcontractors who will be responsible to ensure vendor performance
and customer (DOC, offender, and public users) satisfaction with the services provided. Provide
documentation showing arrangements made with local exchange carriers to allow offenders to make
collect calls. The score will be based on review of resumes provided, contact with references included
within the resumes, and the extent of arrangements made with local exchange carriers.
Include the following information, at a minimum, for each person identified:
Name
Position, roles, and responsibilities served in past engagements
Description of key specialties and abilities
Description of education and training
References for the past engagements
6.7.1.3
(MS - 6.0) Added Value to DOC
\
Describe the resources vendor proposes to provide as added value in meeting the needs of the
Department. Include resources to be provided the Department (including any dedicated staff that would
reduce need for the Department to perform certain tasks), and demonstrated commitment to serving
customers including state and local governments. Scory will be based on the degree to which the vendor
.
can be an available ongoing resource to the Department.
6.7.1.4
(MS - PasslFail) Vendor Financial Responsibility
Describe the proposing organization, including size, longevity, client base, areas
of specialization and expertise, and any other pertinent information in such a
manner that the proposal evaluators may reasonably formulate a determination
about the stability and financial strength of the proposing organization.
Provide a copy of the vendor's Dunn and Bradstreet, Equifax, TRW, or other
appropriate credit rating. For sole proprietors, provide a copy of the appropriate
credit rating for your sole proprietorship. If you are a sole proprietorship and
have such a credit rating, so state. A credit report for the sole proprietorship will
be required before contract execution.
Disclose any and all judgments, pending or expected litigation, or other real or
potential fmancial or legal events that might materially affect the viability or
State of Washington
Department otCorrections
CRFP6446
. Page 20 of 24
stability of the proposing organization or warrant that no such condition is
known to exist.
SECTION 7
7.
Cost Proposal Requirements (54 points)
7.1
Cost
The evaluation of the Cost Proposal has been designed by the Department to award the most points to the
vendor who best meets the legislative direction to select a contractor primarily based on the lowest 'rate
charged to both the offender and the person paying for the telephone call and the lowest commission
rates paid to the Department, while providing sufficient revenues for the activities funded from the
Institutional Welfare Betterment Account. The Cost Proposal Score awards a maximum of 54 points and
is comprised of four sub scores: lowest collect call cost to offenders and the persons paying for the calls,
lowest alternative call cost to offenders and the persons paying for the calls, the lowest total cost of
'collect calls and calls under the proposed alternative calling plan, and the lowest commission rate paid to
the Department. The maximum total is made up of a maximum of 28 points for the lowest collect call
cost to the offender and the persons paying for the call, a maximum of 12 points for the lowest
alternative call cost to the offender and the person paying for the call, a maximum of 10 points for the
lowest total cost of collect calls and calls under the proposed alternative calling plan, and a maximum of
4 points for the lowest commission rate paid to the Department.
7.1.1
Cost Proposal Requirements
The vendor's response to this RFP must identify a rate or rates for local, interLata, intraLata, interstate, '
and international offender calls. The rates may not be increased during the initial term of the contract.
Rates must be proposed for collect calls and one alternative calling plan such as prepaid or debit and may
be per minute, flat rate, a combination (hybrid) of flat rate and per minute rate or such other rate plan as
the vendor may propose. Evaluation of costs uses twenty-minute call duration. The Cost Proposal wiU be
submitted as a separately bound document. The alternative-calling plan proposed should not create
higher costs to offender families for interLata or intraLata calls upon an offender's transfer among state
correctional facilities.
7.1.1.1
Commission (MR)
The vendor must guarantee a commission of 5.1 million dollars for the initial calendar year of the
contract. The initial calendar year guaranteed commission payment will be prorated to reflect the actual
start date of the contract. The guaranteed commission for each subsequent calendar year will be adjusted
on January 151 of each year based on the fiscal year U.S.Implicit Price Deflator (IPD}published in the
June volume of the Washington Economic and Revenue Forecast. The Department will provide this rate
of adjustment to the vendor no later than August 1sl of each calendar year.
No additional points will be awarded to vendors proposing to guarantee more than the required
guaranteed commission amount stated above.
7.1.1.2
Phon~
Rates Bid by Call Type
Vendor must indicate the proposed rates for the initial term of the contract for all types of calls in a
table/chart as shown in Exhibit E. Phone rates may not be increased for the initial term of the contract.
Adjustments in phone rates will be considered by the Department after initial term of the contract on a
pass through basis only. By September 1, 2007 and each year thereafter the vendor will provide written
notice of any phone rate increase requested and will provide sufficient documentation to justify the
requested increase. Increases shall not exceed the rate of adjustment to the guaranteed commission under
Section 7.1.1.1 above. Acceptance will be at the discretion of the Secretary and shall not produce a
higher profit margin than that established on the original contract pricing. Approved price adjustments
State of Washington
Department of Corrections
CRFP6446
Page 21 of24
shall be implemented no sooner than January 1st of the following calendar year and remain unchanged
during that calendar year.
SECTION 8
8.
Proposal Evaluation Requirements
8.1
Evaluation Team
Department staff and others as may be selected in the sole discretion of the Department will perform the
evaluation. Input from stakeholders may be requested by the evaluation t~am(s) in their sole discretion.
8.2
Basis for Evaluation
Proposals will be evaluated strictly in accordance with the requirements set forth in this RFP and any
amendments issued.
8.3
Evaluation Steps
Proposals will be evaluated in three stages:
8.3.1
Preliminary screening
Proposals will first be reviewed for compliance with procedural instructions as set forth in the RFP. If a
proposal is found to be non-responsive, it will be eliminated from further consideration.
8.3.2
Review of Mandatory Requirements
The Implementation Plan, Technical, Qualification and Cost proposals will then be reviewed by the RFP
Coordinator or designees for adequacy of responses to the- mandatory requirements, as indicated in the
RFP by (MR) on the requirement heading line. If any mandatory requirement is not met, the proposal
will be eliminated from further consideration. The Department reserves the right to waive non-material
deviations if this is in the best interest of the Department:
If, in the opinion of the Department, the fmancial information provided by the vendor in the
Qualification Proposal does not adequately demonstrate fmancial stability, the vendor's proposal may be
rejected without further consideration.
8.3.3
Qualitative Review and Scoring
Proposals which pass the preliminary screening and mandatory requirements review will be evaluated
and scored based on responses to requirements in the RFP which are denoted as scored by the appearance
of (MS-#) on the requirement heading line. The evaluators will consider how well the vendor's proposed
solution meets the needs of the Department, as described in the vendor's response to each requirement.
Therefore, it is important that the responses be clear and complete, so that the evaluators can adequately
understand all aspects of the proposal. A response of only "Read, understood, and will comply" will
result in a zero score for the response.
8.4
Scoring
Each scored item will be given a score by each evaluator. Evaluators will be given an opportunity to
discuss the proposals and results of references within them prior to fmal scoring. The evaluators will
complete fmal scores independently of each other. The Department reserves the right to request
clarification of any vendor's proposal.
8.4.1
Technical/Qualification Points
Points will be assigned based on how the proposed technical response meets the expressed
operating/progr8mmatic need or the sufficiency of qualifications supporting each of the items being
rated. A scale of zero to four will be used. This scale is defmed as follows:
o= The evaluator determines the technical respons-e or qualifications are inadequate or unusable.
State of Washington
Department of Corrections
CRFP6446
Page 22 of24
1 = The evaluator determines that the technical response or qualifications is substandard to that
which is expected.
2 = The evaluator determines the technical response or qualifications are-adequate and of
average capability, availability and utility to the Department.
3 = The evaluator determines that the technical response or qualifications is better than which is
average or expected.
4 = The evaluator determines the technical response or qualifications are clearly superior to that
which is average and in the ability to meet the Department's needs.
Each scored requirement is assigned a weight value factor as shown on the heading line for each scored
subsection. The score given for each item will be multiplied by the value for that item to give the
weighted score. The weighted scores will be added together to produce a total weighted score. This
weighted score will be divided by the total possible score. For the Technical score the percentage
derived will be multiplied by 22, the total points available for the Technical section. Each evaluator's
SCOI:e w:illthen be averaged. Thiswill produce the total Te_Ghnical points. F'or the Qualifications score
the percentage derived will be multiplied by 24, the total points available for the Qualifications section.
Each evaluator's score will then be averaged. This will produce-the total Qualifications points.
8.4.2
Cost Points
The Cost Proposal Score awards a maximum of 54 points and is comprised of four subscores: lowest
collect call cost to offenders and the persons paying for the calls, lowest alternative call cost to offenders
and the persons paying for the cails, lowest combined costs, and lowest commission rate. The maximum
total is made up of a maximum of 28 points for the lowest collect call cost to the offender and the
persons paying for the call, a maximum of 12 points for the lowest alternative call cost to the offender
and the person paying for the call, a maximum of 10 points for lowest total cost of both collect and the
proposed alternative calling plan, and a maximum of 4 points for the lowest commission rate paid to the
Department.
Offender call costs will be calculated using 20-minute call duration using the number of calls for
each call type identified in subsection 2.1. Interstate long distance and international calls rates
proposed will not be used in the evaluation. For the purposes of evaluation a 70%-30% ratio of
collect to alternative cost rates (i.e., pre-paid/debit) will be used. If the vendor proposed day and
night rates, the lowest rates proposed will be used provided the rates are within 5% of each other,
otherwise the rates will be averaged for evaluation purposes.
•
Lowest collect call cost - The score for the lowest collect call cost is computed by dividing
the lowest collect call amount calculated to be paid for phone calls by offenders and public
users proposed by a vendor (Numerator) by the total amount calculated to be paid for phone
calls by offenders and public users proposed submitted in the vendor's proposal
(Denominator) and multiplying by 28 (the weighting factor). See Exhibit C for an example.
•
Lowest alternative call cost - The score for the lowest alternative call cost is computed by
dividing the lowest alternative call amount calculated to be paid for phone calls by offenders
and public users proposed by a vendor (Numerator) by the total amount calculated to be paid
for phone calls by offenders and public users proposed submitted in the vendor's proposal
(Denominator) and multiplying by 12 (the weighting factor). See Exhibit C for an example.
•
Lowest total offender call costs - The score for the lowest total offender call costs is
computed by dividing the total cost of both collect calls and alternative call plan calls
calculated to be paid for phone calls by offenders and public user proposed by a vendor
(Numerator) by the total amount calculated to be paid for collect and alternative call plan
phone calls by offenders and public users submitted in the vendor's proposal (Denominator)
and multiplying by 10 (the weighting factor). See Exhibit C for an example.
State of Washington
Deparhnent of Corrections
CRFP6446
Page 23 of24
•
8.5
Lowest commission rate - The score for the lowest commission rate is computed by·
dividing the lowest commission rate percentage proposed any vendor (Numerator) by the
commission rate percentage submitted in the vendor's proposal (Denominator) and
multiplying by 4 (the weighting factor). See Exhibit C for an example.
Scoring/Selection Approach!Apparent Successful Vendor
The RFP Coordinator or designee will compile the scores from the Technical, Qualifications and Cost
Proposals and rank the vendors based on final score. The highest scoring vendor will be notified that they
are the Apparent Successful Vendor. A vendor tie results if the difference between the highest final score
and the next highest score is less than one point. In the result of a tie, the Implementation Plan (See
Section 2.2.2) will be assessed by the evaluation team(s) to determine the fmal vendor ranking.
a
The Implementation Plan will be scored on scale ofO-10, 10 representing the highest score. The
overarching considerations are to maintain connectivity, avoid disruption of telephone services to
offenders and the Department's need to monitor and/or rerecord offender calls and to minimize the
concurrent use of the incumbent provider's and successor's services. The evaluators will consider the
following in awarding a score:
•
the tasks and activities to be completed and their timeframes/milestones prior to the start of
services (e.g. set-up of facilities, hook-up of phone lines, hiring/training of personnel).
• the schedule or sequencing of the service installations at Department sites.
• the potential risks that might affect the changeover to a new phone provider, their possible
impacts and any strategies or solutions that the vendor proposes to mitigate or prevent these
impacts.
.
The evaluation process is designed to award a contract not necessarily to the vendor of least cost,
but rather to that vendor with the best combination of attributes based upon the evaluation
criteria.
State of Washington
Department of Corrections
CRFP6446
Page 24 of24
EXHIBIT A
CERTIFICATIONS AND ASSURANCES
Vwe make the following certifications and assurances as a required element of the proposal to
which it is attached, understanding that the truthfulness of the facts affirmed here and the
continuing compliance with these requirements are conditions precedent to the award or
continuation of the related contract(s):
The prices and/or data have been determined independently, without consultation,
cOnimunication, or agreement with others for the purpose of restricting competition. However,
Vwe may freely join with other persons or organizations for the purpose of presenting a single
proposal.
The attached proposal is a firm offer for a period of 180 days following receipt and may be
accepted by the Department without further negotiation (except where obviously required by
lack of certainty in key terms) at any time within the 180 day period.
In preparing this proposal, I/we have not been assisted by any current or former. employee of the
state of Washington whose duties relate (or did relate) to this proposal, or prospective contract,
and who was assisting in other than his or.her official, public capacity. Neither does such a
person nor any member of his or her immediate family have any financial interest in the outcome
of this proposal. (Any exceptions to these assurances are described in full detail on a separate
page and attached to this document.)
I/we understand that the Department of Corrections will not reimburse me/us for any costs
incurred in the preparation of this proposal. All proposals or bids become the property of the
Department and I/we claim no proprietary right to the ideas, writings, items, or samples.
I/we understand that, in connection with this acquisition:
The proposals will be evaluated and scored using the call data provided in this RFP only.
The rate data and prices that have been submitted are accurate and complete.
Unless otherwise required by law, the prices and/or rate data that have been submitted have not
been knowingly disclosed by the vendor and will not knowingly be disclosed by himlher directly
or indirectly to any other vendor or to any competitor prior to contract award.
No attempt has been made or will be made by the vendor to induce any other person or firm to
submit or not to submit a proposal for the purpose of restricting competition.
The vendor certifies that it is not debarred, suspended, or otherwise excluded from or ineligible
for participation in Federal Assistance programs under Executive Order 12579 "Debarment and
Suspension. "
This proposal is subject to disclosure as a public record under Chapter 42.~ 7 RCW.
The vendor agrees to comply with the Americans with Disabilities Act (ADA).
The vendor grants permission to the Department to contact all references provided in the'
vendor's proposal, or identified in Section 6.7.1.1 of the RFP and understands that the'
Department may choose to only contact some of them as part of the evaluation process.
State of Washington
Department of Corrections
CRFP6446
Exhibit A
Page 1 of2
\
I1we understand that any contract awarded as a result of this RFP will incorporate General Tenus
and Conditions substantially simIlar to those attached as Exhibit B. I1we certify that I/we will
comply with these or substantially similar General Tenus and Conditions if selected as the
Apparently Successful Vendor.
I1we acknowledge that the Department has the right to cancel the RFP for any reason, at
any time, without penalty to the Department or the state of Washington.
I/we understand that exhaustion of the protest procedures set forth in this RFP is a prerequisite to
filing suit. It is further understood and agreed that any lawsuit resulting from the RFP must be
filed in Thurston County of the state of Washington.
of the (organization)
and
I certify that I am the (Title)
am authorized to enter into a contractual relationship on behalf of my organization. The
information submitted with this proposal is accurate and true to the best of my knowledge.
Written Signature
Typed Signature
Title
Date
Company Name
State of Washington
Department of Corrections
CRFP6446
Exhibit A
Page 2 of2
EXHIBITB
GENERAL TERMS AND CONDITIONS
1.
DEFINITIONS - As used throughout this Contract Agreement, the following terms shall have the meanings set forth below:
1.1 "Contractor" shall mean that agency, finn, provider, organization, individual or other entity perfonning services under
this Contract Agreement. It shall include any Subcontractor retained by the prime Contractor as pennitted under the
tenns of this Contract Agreement.
1.2 "Secretary" shall mean the Secretary of the Department of Corrections and delegates authorized in writing to act on
Secretary's behalf.
1.3 "Department" shall mean the Deparhnent of Corrections (DOC) ofthe state of Washington, any division, section,
office, unit or other entity of the Deparhnent, or any ofthe officers or other officials lawfully representing that
Depamnent.
.
1.4 "Subcontractor" shall mean one not in the employment ofthe Contractor, who is performing all or part of those
services under this Contract Agreement under a separate contract agreement with the Contractor. The terms
"Subcontractor" and "Subcontractors" mean Subcontractor(s) in any tier.
1.5 "Contract Administrator" shall mean the Administrator of the Deparhnent's Office of Contracts and Regulations, or
delegate.
1.6 "OMWBE" means the Office of Minority and Women's Business Enterprises of the state of Washington.
1.7 "Minority Business Enterprise", ''Minority-Owned Business Enterprise", or "MBE" means a business organized for
profit, perfonning a commercially useful function, which is owned and controlled by one or more minority individuals
and which is certified by the OMWBE.
1.8 "Women's Business Enterprise", "Women-owned Business Enterprise", or ''WBE'' means a business organized for
profit, performing a comnlercially useful function, which is owned and controlled by one or more women and which is
certified by the OMWBE.
2.
CONTRACTOR NOT EMPLOYEE OF DEPARTMENT - The Contractor, its employees or agents performing under this
Contract Agreement are not employees or agents of the Deparhnent. The Contractor will not hold himselflherself out as,
nor claim to be, an officer or employee of the Deparhnerit or of the state Of Washington by reason hereof, nor will he/she
make any claim of right, privilege,· or benefit which would accrue to a civil service employee under Chapter 41.06 RCW.
3.
NON-DISCRIMINATION - During the performance of this Contract Agreement, the Contractor shall comply with all
requirements offederal, state, and local non-discrimination statutes and regulations. These requirements include, but are
not limited to: "
3.1 Non-discrimination in employment. The Contractor shall not discriminate against any employee or applicant for
employment because of race, color, sex, religion, national origin; creed, marital status, age, or the presence of any
sensory, mental or physical handicap. This requirement does not apply, however, to a religious corporation,
association, educational institution or society with respect to the employment of individuals of a particular r~ligion to
perform work connected with the carrying on by such corporation, association, educational institution, or society of its
activities.
The Contractor shall take affinnative action to ensure that employees, including apprentices and volunteers, are
employed and treated during employment without discrimination because of their race, color, religion, sex, national
origin, creed, marital status, age, or the presence of any sensory, mental, or physical handicap. Such action shall
include, but not be limited to, the following: Employment, upgrading, demotion, transfer, recruitment, and selection
for training.
3.2 Non-discrimination in Client Services. The Contractor shall not, on grounds of race, color, sex, religion, national
origin, creed, marital status, age, or the presence of any sensory, mental, or physical handicap:
A.
B.
C.
Deny an individual any services or other benefits provided underthis Contract Agreement.
Provide any ~ervice(s) or other benefits to an individual, which are different, or are provided in a different manner
from those provided to others under this Contract Agreement.
Subject any individual to segregation or separate treatment in any manner related to the receipt of any service(s)
or other benefits provided under this Contract Agreement.
State of Washington
Department of Corrections
CRFP6446
Exhibit B
Page I of7
D.
Deny any individual an opportunity to participate in any program provided by this Contract Agreement through
the provision of services or otherwise, or afford an opportunity to do so which is different from that afforded
others under this Contract Agreement. The Contractor, in determining (a) the types of services or other benefits
to be provided; (b) the class of individuals to whom, or the situation in which, such services or other benefits will
be provided; or (c) the class of individuals to be afforded an opportunity to participate in any services or other
benefits, will not utilize criteria, methods or administration which have the effect of subjecting individuals to
discrimination because of their race, color, sex, religion, national origin, creed, marital status, age or the presence
of any sensory, mental, or physical handicap.
3.3 Americans with Disabilities Act, and any other Federal, State, or local regulations regarding the rights of individuals 'or
groups shall be abided by in the performance of this Contract Agreement where appropriate.
3.4 Non-compliance with Non-discrimination Requirements - In the event of the Contractor's non-compliance or refusal to
comply with the non-discrimination requirements, this Contract Agreement may be rescinded, canceled, or tenninated,
in whole or in part, and the Contractor may be declared ineligible for further contracts with the Department. The
Contractor shall, however, be given a-reasonable time in which to cure this non-compliance. Any dispute may be
resolved in accordance with the "Disputes" procedure set forth herein.
.
4.
POLICIES AND PROCEDURES - In connection with such services rendered hereunder, the Contractor agrees to comply
with applicable Department! Institution policies and procedures relative to custody ofimnates and security/operation of the
institution such as, but not limited to, fingerprinting, photographs for identification purposes, and searches.
5.
UTILIZATION OF MINORITY-OWNED AND WOMEN-OWNED BUSINESSES - During the performance of this
Contract Agreement, the Contractor shall comply with Chapter 39.19 RCW, as now existing or hereafter amended, any rule
adopted under that Chapter by OMWBE and/or any policy or regulations adopted by the Department to effect agency
compliance with that Chapter.
In the event that the Contractor fails to comply with any requirements set forth in the text ofthe contract instrument, relative
to the utilization of minority and/or women-owned blj.sinesses, the Department may take such action or actions as are
provided to the Department under Chapter 39.19 RCW.
If the Contractor prevents or interferes with any Subcontractor's compliance with these provisions, or submits false or
fraudulent information to the Department regarding compliance with this provision, the Contractor shall be subject to afine
not to exceed One Thousand Dollars ($1,000) in addition to any other penalties or sanctions prescribed by law.
6.' BILLING PROCEDURES - The Contractor's compensation for goods and services rendered under this Contract Agreement
shall be as set forth in the text of the contract instrument attached hereto. Any additional goods or services fumished by the
Contractor in excess of that set forth in the text of the contract instrument attached hereto must have prior written approval
of the Secretary.
At the intervals prescribed by the Department, the Contractor shall submit a state invoice voucher fonn prepared in
triplicate (original and two signed copies) in the manner prescribed by the Department. Such vouchers shall contain a
detailed statement of contract services performed for which the Contractor is seeking compensation. These vouchers shall
also include such infonnation as is necessary for the Department to determine the exact nature of all expenditures by
Contractor for which reimbursement is sought and, as appropriate, identify all personnel for whom compensation is sought,
the amount of hours each individual worked, and the rate of compensation for each.
The Contractor shall submit all travel expenses for which reimbursement is sought on a state travel expense voucher fonn,
completed and signed by the Contractor. These expenses shall be submitted at the intervals and in the manner prescribed by
the Department.
Payment shall be considered timely if made by the Departnent within 30 work days after the date of receipt. The
Department may, in its sole discretion, withhold payments due the Contractor for services rendered if the Contractor fails to
satisfactorily comply with any tenn or condition of this Contract Agreement.
7.
INDEMNIFICATION - The Contractor shall defend, protect, and hold hannless the state of Washington, the Depamnent,
or any employees thereof, from and against all claims, suits, or actions arising from any negligent or deliberate wrongful act
or omission of the Contractor or Subcontractor, or agents of either, while performing under the terms of this Contract
Agreement. The provisions of this paragraph shall not apply to any act or omission by the Contractor for which the
Depamnent, in the text of this Contract Agreement, has agreed to defend and hold the Contractor hannless. The provisions
of this section shall survive any tennination or the expiration of this Contract Agreement.
8.
COVENANT AGAINST CONTINGENT FEES - The Contractor warrants that no person or selling agency has been
employed or retained to solicit or secure this Contract Agreement upon an agreement or understanding for a commission,
State of Washington
Department of Corrections
CRFP6446
ExhibitB
Page 2 of7
percentage, brokerage, or contingent fee, excepting bona fide employees or bona fide established commercial or selling
agency maintained by the Contractor for the purpose of securing business. The Department shall have the right, in the
event of breach of this clause by the Contractor, to annul this Contract Agreement without liability or, in its discretion, to
deduct from the contract price or consideration or otherwise recover the full amount of such commission, percentage,
brokerage, or contingent fee. The provisions of this section shall survive any termination or the expiration of this Contract
Agreement.
CONFLICT OF INTEREST - The Department may, by written notice to th.e Contractor:
9.
9.1 Tenninate the right of the Contractor to proceed under this Contract Agreement if it is found, after due notice and
examination by the Contract Administrator, that gratuities in the fonn of entertainment, gifts, or otherwise are offered
or given by the Contractor, or an agent or representative of the Contractor, to any officer or employee of the
Department, with a view towards securing this Contract Agreement or securing favorable treatment with respect to the
awarding or amending or the making of any determinations with respect to this Contract Agreement.
)
\
9.2 In the event this Contract Agreement is tenninated as provided in (9.1) above, the Department shall be entitled to
pursue the same remedies against the Contractor as it could pursue in the event of a breach of the Contract Agreement
by the Contractor. The rights and remedies of the Department provided for in this clause shall not be inclusive and are
in addition to any other rights and remedies provided by law. The existence of facts upon which the Contract
Administrator makes any determination under this clause shall be an issue and may be reviewed as provided in the
"Disputes" clause of this Contract Agreement.
10. TREATMENT OF ASSETS10.1 Title to all property furnished by the Department shall remain in the Department. Example: The Department provides
desks for Contractor staff. Title to desks remains in the Department.
10.2 Title to all property purchased by the Contractor, the cost of which the Contractor is entitled to be reimbursed as a
direct item of cost under the Contract Agreement, shall pass to and vest in the Department upon delivery of such
property to the Contractor. Example: The Contractor purchases equipment that is a reimbursable budget line item.
Title passes to and vests in the Department.
10.3 Title to all property, the costs of which is directly or indirectly reimbursed by the Department, shall pass to and vest in
the Department upon delivery of such property to the Contractor. Example: Contractor receives all income from the
Department. There are no other sources of funds. Although the item may not be listed in the budget, title will pass to
and vest in the Department upon delivery since the costs ofthejtem has been paid by Department funds.
10.4 Any property ofthe Department furnished to the Contractor shall, unless otherwise provided herein, or approved by
the Contract Administrator, be used only for the perfonnance ofthis Contract Agreement.
10.5 The Contractor shall be responsible for any loss or damage to property of the Department which results from the
negligence of the Contractor or which results from the failure on the part of the Contractor to maintain and administer
that property in accordance with sound management practices, and shall maintain an inventory of Department property.
10.6 Upon the happenil1g ofloss or destruction of, or damage to, any Department property, the Contractor shall notify the
Contract Administrator thereof and shall take all reasonable steps to protect that property fr01l1 further damage.
,
10.7 The Contractor shall surrender to the Department all property of the Department prior to settlement upon completion,
tennination, or cancellation of this Contract Agreement.
10.8 All purchases of equipment by Contractors for programs administered by Contractors, which are property of the
Department as defined herein, are to be received at the institution/location for control and tagging and entry into the
Capital Asset Management System (CAMS) before distribution to the Contractor for use.
10.9 All references to the Contractor under this clause shall include any ofhislher employees, agents, or Subcontractors.
11. NON-ASSIGNABILITY - The Contractor may not assign any of the Contractor's duties, obligations, rights, or claims
assumed or created under this contract without the express prior written consent of the Department signed by the Secretary.
The provisions ofthis section shall survive any termination or the expiration ofthis Contract Agreement.
12. RECORDS, DOCUMENTS, AND DUTIES - The Contractor shall maintain such books and records, and utilize such
accounting procedures and practices necessary to reflect sufficiently, accurately, and properly all direct and indirect costs of
any nature expended in the performance ofthis Contract Agreement. These records shall be subject at all reasonable times
to inspection, review, or audit by personnel duly authorized by the Department. Should an audit conducted under the
authority of this section disclose that the Contractor has been paid by the Department in excess of the agreed upon costs
State of Washington
Deparhnent of Corrections
CRFP6446
ExhibitB
Page 3 of7
(overpayment), or has been reimbursed by the Department for direct or indirect costs which are disallowed as a result of that
audit, then, in either event, the Contractor shall, upon demand by the Department, repay such overpayment or
reimbursement to the Department. The Contractor will retain all books, records, documents, and other material relevant to
this Contract Agreement for five years after settlement, and make them available for inspection by persons authorized under
this provision. The provisions of this section shall survive any termination or the expiration of this Contract Agreement.
13. SAFEGUARDING OF INMATE INFORMATION - The use or disclosure by any party of any infonnation concerning an
inmate for any purpose not directly connected with the administration of the Department'sor the Contractor's
responsibilities with respect to services provided under this Contract Agreement is prohibited, except by written consent of
the Department or imnate, or hislher legal representative.
The Contractor agrees to abide by present and future federal and state laws and regulations in maintaining the
confidentiality of agency files and records, including Criminal History Record Information (CHRI). In the event CHRI is
provided to the Contractor, the Contractor shall abide by all present and future Department rules and regulations governing
the use of CHRI infonnation and shall require any of the Contractor's authorized personnel having access to CHRI to
strictly adhere to the same. The provisions of this section shall survive any termination or the expiration of this Contract
Agreement.
14. RIGHTS IN DATA - Unless otherwise provided, data that originates from this Contract Agreement shall be "works for
hire" as defined by the U.S. Copyright Act of 1976 and shall be owned by the Department. Data shall include, but not be
limited to, reports, documents, pamphlets, advertisements, books, magazines, surveys, studies, computer programs, films,
tapes, and/or sound reproductions. Ownership includes the right to copyright, patent, register, and the ability to transfer .
these rights.
Data which is delivered under the Contract Agreement, but which does not originate therefrom, shall be transferred to the
, Department with a non-exclusive, royalty free, irrevocable license to publish, translate, reproduce, deliver, perfonn, dispose
of, and to authorize others to do so; provided that such license shall be limited to the extent which the Contractor has a right
to grant such a license. The Contractor shall exert all reasonable efforts to advise the Department, at the time of delivery of
data furnished under this Agreement, of all known or potential invasions of privacy contained therein and of any portion of
such document which was not produced in the perfonnance of this Contract Agreement. The Department shall receive
prompt written notice of each notice, claim, or copyright infringement received by the Contractor with respect to any data
delivered under this Contract A:greement. The Department shall have the right to modify or remove any restrictive
markings placed upon the data by the Contractor. The provisions of this section shall survive any tennination or the
expiration of this Contract Agreement.
The Contractor shall not use or in any manner disseminate such work product or program to any third party without the
,prior written pennission of the Department. The Contractor shall take all reasonable steps necessary to ensure that its
agents, employees, or subcontractors shall not copy or duplicate any programs or work products or any portion thereof, in
any fonn, or make any disclosure with reference thereto any third party.
'
15. SUB-CONTRACTING - The Contractor shall not enter into sub-contracts for any of the work contemplated under this
Contract Agreement without obtaining prior written approval ofthe Contracts Administrator of the Department or hislher
delegate.
16. LICENSING AND ACCREDITATION STANDARDS - The Contractor shall comply with all applicable local, state and
federal licensing and accrediting requirements/standards, necessary in the perfonnance of this Contract Agreement.
17. INDUSTRIAL INSURANCE COVERAGE - As required by statutes or regulations, the Contractor shall provide or
purchase industrial insurance coverage prior to perfonning work under this Contract Agreement. The Department will not
be responsible for payment of industrial insurance premiums or for any other claim or benefit for the Contractor, or any
Sub-contractor, or employee of the Contractor, which might arise under these industrial insurance laws during perfonnance
of duties and services under this Contract Agreement.
18. RIGHT OF INSPECTION - The Contractor shall provide right of access to its facilities to the Department, or any of its
,officers, or to any other authorized agent or official ofthe stat,e of Washington or the federal government at all reasonable
times, in order to monitor and evaluate perfonnance, compliance, and/or quality, assurance under this Contract Agreement.
19. ADVANCE PAYMENTS PROHIBITED - No payment in advance or in anticipation of services or supplies to be provided
under this Contract Agreement shall be made by 'the Department.
20. NON-AVAILABILITY OF FUNDS - In the event funding from state, federal, or other sources is unavailable, withdrawn,
reduced, insufficient, or limited in any way, the Department may tenninate the Contract Agreement under the "Tennination
State of Washington
Department of Corrections
CRFP6446
Exhibit.B
Page 4 of?
for Convenience" clause, (without the five-day notice requirement) subject to renegotiation under any new funding
limitations and conditions.
.
21. WAIVER OF DEFAULT - Waiver of any default shaII not be deemed to be a waiver of any subsequent default. Waiver of
breach of any provision of the Contract Agreement shaII not be deemed to be a waiver of any other or subsequent breach
and shaIl not be construed to be a modification of the terms of the Contract Agreement, unless stated to be such in writing,
signed by the Secretary of the Department, and attached to the original Contract Agreement.
22. CHANGES AND MODIFICATIONS - The Secretary may, at any time, by written notification to the Contt:actor, and
without notice to any known guarantor or surety, make unilateral changes in the scope of the services to be performed under
the Contract Agreement, the period of performance, or the price. These unilateral changes shaII be effective as set forth in
the amendment to the Contract Agreement or upon signature by the Secretary, if no date has been set forth.
The Contractor wilI be deemed to have·accepted any such unilateral change unless the Contractor notifies the Department's
Contracts Administrator of the Contractor's non-acceptance of such unilateral change within fifteen (15) calendar day:s after '
the date the change notice is signed by the Secretary. The Contractor and the Department will then use good faith efforts to
negotiate a change acceptable to both parties. Failure to agree on an acceptable change shaII be a dispute concerning a
question offact within the meaning of clause #23, "Disputes". However, nothing in this clause shaII excuse the Contractor
from proceeding with the Contract Agreement as changed.
23. DISPUTES - Except as otherwise provided in the Contract Agreement, should a dispute arise between the parties hereto,
with respect to the tenns of this contract or the performance thereof, and it cannot be resolved infonnaIIy, the parties shaII
refer the dispute to an independent arbitrator selected by mutual agreement of the Contractor and the Department. The
arbitrator so chosen shaII establish procedures for an arbitration hearing and shaII render a decision resolving the dispute.
The arbitrator's decision shaII be binding on both parties, unless either party delivers written objection to the decision to the
non-objecting party within ten (l0) working days after receiving the decision by the arbitrator. The arbitrator's fee wiII be
shared equaIIy by the parties, but neither party shaII be financiaIIy responsible for the costs incurred by the other party in
connection with the arbitration. The parties agree that this dispute process shaII precede the commencement of any legal
(
action.
Should either party hereto commence any action in a state or federal tribunal with respect to the dispute decided by
arbitration hearing, then the party bringing the action shall bear all court costs and attorney fees if the decision of the
arbitrator is substantiaIIy upheld. If the decision of the arbitrator is not upheld, then each party shaII bear its own costs and
attorney fees.
24. TERMINATION.24.1 FOR DEFAULT - The Secretary may, by written notice, terminate the Contract Agreement in whole or in part, for
failure of the Contractor to perform any of the provisions hereof. In such event, the Contractor shaII be liable for
damages as authorized by law, including, but not limited to, any cost diffel;ence between the original Contract
Agreement and the replacement or cover Contract Agreement and all administrative costs directly related to the
replacement Contract Agreement, i.e., cost of the competitive bidding, mailing, advertising, and staff time: Provided,
that if (A) it is detennined for any reason the Contractor was not in default, or (B) the Contractor's failure to perform is
without hislher and/or hislher Sub-contractor's control, fault or negligence, thetennination shaII be deemed to be a
Tennination for Convenience.
24.2 FOR CONVENIENCE - Except as otherwise provided in this Contract Agreement, the Secretary may, by five (5)
day's written notice beginning on the second day after the mailing, tenninate this Contract Agreement, in whole or in
part, when it is in the best interests of the Department. Ifthis Contract Agreement is so terminated, the Department
shaII be liable only for payment in accordance with the terms of this Contract Agreement for services rendered prior to
the effective date of tennination.
25. TERMINATION PROCEDURE - Upon tennination of this Contract Agreement, the Department, in addition to any other
rights provided in this Contract Agreement, may require the Contractor to deliver to the Department any property
specificaIIy produced or acquired for the perfonnance of such part of this Contract Agreement as has been tenninated. The
provisions ofthe "Treatment of Assets" clause shaII apply in such property transfer.
The Department shaII pay to the Contractor the agreed upon price, if separately stated, for completed work and services
accepted by the Department, and the am:ount agreed upon by the Contractor and the Secretary for (A) completed work and
services for which no separate price is stated, (B) partiaIIy completed work and services, (C) other property or services
which are accepted by the Department, and (D) the protection and preservation of property, unless the termination is for
default, in which case the Secretary shall detennine the extent of the liability of the Department. Failure to agree with such
State of Washington
Department of Corrections
CRFP6446
ExhibitB
Page 5 of7
detennination shall be a dispute within the meaning ofthe "Disputes" clause ofthis Contract Agreement. The Department
may withhold from any amounts due the Contractor for such completed work or services such sum as the Secretary
detennines to be necessary to protect the Department against potential loss or liability.
The rights and remedies of the Department provided in this clause shall not be exclusive and are in addition to any other
rights and remedies provided by law or under this Contract Agreement.
After receipt of a notice of tennination, and except as otherwise directed by the Secretary, the Contractor shall:
25.1 Stop work under the Contract Agreenient on the date, and to the extent specified, in the notice;
(
I
25.2 Place no further orders or sub-contracts for materials, services, or facilities except as may be necessary for completion
of such portion of the work under the Contract Agreement as is not tenninated;
25.3 Assign to the Department, in the manner, at the times, and to the extent directed by the Secretary, all of the rights,
titles, and interest of the Contractor under the orders and sub-contracts so tenninated, in which case the Department has
the right, at its discretion, to settle or pay any or all claims arising out of the tennination of such orders and subcontracts;
25.4 Settle all outstanding liabilities and all claims arising out of such tennination or orders and sub-contracts, with the
approval or ratification of the Secretary to the extent he/she may require, which approval or ratification shall be final
for all the purposes of this clause;
25.5 Transfer title to the Department and deliver in the manner, at the time, and to the extent, if any, as directed by the
Secretary, any property which, if the Contract Agreement had been completed, would have been required to be
furnished to the Department.
'
25.6 Complete perfonnance of such part of the work as shall not have been tenninated by the Secretary; and
25.7 Take such action as may be necessary, or as the Secretary may direct, for the protection and preservation of the
property related to this Contract Agreement which is in the possession of the Contractor and in which the Department
has or may acquire an interest.
26. GOVERNING LAW - This Contract Agreement shall be governed by the laws of the state of Washington. Any action
brought hereunder must be brought in Thurston County, Washington.
27. SEVERABILITY - If any provision of this Contract Agreement or any' provision of any document incorporated by
reference shall be held invalid, such invalidity shall not affect the other provisions of this Contract Agreement which can be
given effect without the invalid provision, and to this end the provisions of this Contract Agreement are declared to be
severable.
.
28. CONSTRUCTION - Nothing in this Contract Agreement shall be construed to create a right enforceable by or in favor of
any third party.
.
29. EMPLOYMENT - During the perfonnance of this Contract Agreement, the Contractor shall comply with all requirements
of the federal Immigration Refonn and Control Act (IRCA) and any regulations adopted by the Department of Justice
Bureau of Immigration and Naturalization Services to implement the IRCA. The provisions of this paragraph shall be in
addition to any other requirements set forth in the text of the contract instrument attached hereto or any attachments thereto.
30. HEALTH RISKS - There is potential risk to blood borne or other body fluid diseases to personnel who work in or at a DOC
facility. It is your responsibility under Chapter 296-62-0800 I Washington Administrative Code (WAC) to ensure
personnel in your employment and in a DOC site are trained in the requirements of this standard and that you provide
adequate protection for your staff consistent with the standard.
If the Contractor is a health care provider whose priniary duties are the medical or physical care of imnates or emergency or .
medical treatment of employees, you are responsible to understand and abide by the requirements of Chapter 296-62-08001
WAC as well as standard medical practice.
31. LIMITATION OF LIABILITY - The parties agree that neither the Department nor the Contractor shall be liable to each
other, regardless of the fonn of action, for consequential, incidental, indirect, or special damages. This section does not
modify any sections regarding retainages or any special conditions as are elsewhere agreed to herein between the parties.
\
State of Wasllington
Department of Corrections
CRFP6446
Exhibit B
Page 6 of7
The damages specified in the sections titled Tennination for Default and Records, Documents, and Duties are not
consequential, incidental, indirect or special damages as that tenn is used in this section.
Neither the Department nor the Contractor shall be liable for damages arising from causes beyond the reasonable control
and without the fault or negligence of either the Contractor or the Department. Such causes may include, but are not
restricted to, acts of God or of the public enemy, acts of a governmental body other than the Department acting in either its
sovereign or contractual capacity, war, explosions, fires, floods, epidemics, quarantine restrictions, strikes, freight
embargoes, and unusually severe weather; but in every case the delays must be beyond the reasonable control and without
the fault or negligence of the Contractor, the Department, or their respective subcontractors.
Neither party shall be liable for personal injury to the other party or damage to the other party's property except personal
injury or damage to property proximately caused by such party's respective fault or negligence:
32. PUBLICITY - The Contractor agrees to submit to the Department all advertising, sales promotion, and other pubiicity
matters relating to this Contract wherein the Department's name is mentioned or language used from which the connection
ofthe Department's name therewith may, in the Department's judgment, be inferred or implied. The Contractor further
agrees not to publish or use such advertising, sales promotion;. or publicity matter without the prior written consent of the
Deparhnent.
'
.
33. PATENT AND COPYRIGHT INFRINGEMENT - The Contractor will, at its expense, defend or settle any claim against
the Department that the software or any work products supplied hereunder infringe any patent, copyright, utility model,
industrial design, mask work, or trademark. The Coritractor will pay resulting costs, damages, and attorneys' fees finally
awarded provided that the Department: (a) Promptly notifies the Contractor in writing of the claim; and (b) Cooperates
with and agrees to use its best efforts to encourage the Office ofthe Attorney General of Washington to grant the Contractor
sole control of the defense and all related settlement negotiations.
The Contractor will pay all costs of such defense and settlement and any costs and damages awarded by a court or incurred
by the Department, except costs paid to the Office of the Attorney General as legal fees. If such Claim has occurred, or in
the Contractor's opinion is likely to occur, the Department agrees to pennit the Contractor at its option and expense, either
to procure for the Department the right to continue using the software and/or work product or to replace or modify the same
so that they become non-infringing and functionally equivalent. If a court enjoins use of the software and/or work product
and the Contractor detennines that none of these alternatives are reasonably available, the Contractor, at its risk and
expense, will take back the software and/or work product and refund its depreciated value. Depreciated value shall be
calculated on the basis of a useful life of five years commencing on the date of completion of the work product and shall be
an equal amount per year 'over said useful life. The depreciation for fractional parts of a year shall be prorated on the basis
of365 days per year.
! .
.
The Contractor has no liability for any claim of infringement arising from: the Contractor's compliance with any designs,
specifications, or instructions of the Department; modification of the software by the Department or a third party without
the prior knowledge and approval of the Contractor; or use of the software in a way not specified by the Contractor; unless
the claim arose against the Contractor's software or services independently of any of these specified actions.
34. ENTIRE AGREEMENT - The Contract, these Tenfls and Conditions, and airattachments and amendments thereto,
constitute the entire agreement between the Contractor and the Deparhnent and no other statements or representations,
written or oral, shall be deemed a part thereof.
State of Washington
Department of Corrections
CRFP6446
ExhibitB
Page 7 of7
EXHIBITC
Scoring Example
The following is an example illustrating the approach the Department will use to score the responses to the RFP.
In this example Vendor 5 is the Apparent Successful Vendor
Technical (T) - 22 Maximum Points
Vendor 1
Vendor 2
Vendor 3
Vendor 4
Vendor 5
Score
22.00
18.00
20.00
18.00
20.00
Qualifications (0) - 24 Maximum Points
Vendor 1
Vendor 2
Vendor 3
Vendor 4
Vendor 5
Score
17.00
20.00
20.00
24.00
22.00
Cost (C) - Maximum 54 Points
Lowest Total Collect Cost - 28 Points
Score
Vendor 1
$8,027,581.10
Vendor 2
$8,612,470.65
Vendor 3
$8,165,022.60
Vendor 4
$8,545,278.00
Vendor 5
$7,633,083.68
Lowest Total Alternative Cost - 12 Points .
26.62
24.82
26.18
25.01
28.00
Vendor 1
($2,409,978.60
Vendor 2
$1,362,975.90
. $1,493,289.38
Vendor 3
Vendor 4
$1,831,131.00
Vendor 5
$2,158,600.28
Lowest Co.mbined Cost - 10 Points
6.79
12.00
10.95
8.93
7.58
Vendor 1
$10,437,559.70
Vendor 2
$9,975,446.55
Vendor3
$9,658,311.98
Vendor 4
$10,376,409.00
Vendor 5
$9,791,683.95
Lowest vendor commission percentage rate - 4 Points
9.25
9.68
10.00
9.31
9.86
Vendor 1
Vendor 2
Vendor 3
Vendor 4
Vendor 5
Final RFP Score
Vendor
Vendor 1
Vendor 2
Vendor 3
Vendor 4
Vendor 5
State of Washington
Department of Corrections
41.00%
51.00%
48.00%
45.00%
42.00%
Technical
22.00
18.00 .
20.00
18.00
20.00
4.00
3.22
3.42
3.64
3.90
Oualifications
17.00
20.00
20.00
24.00
22.00
CRFP6446
Exhibit C
Cost
Total Score
46.66
49.72
50.55
46.89
49.34
85.66
87.72
90.55
88.89
91.34
Page 1 of 1
EXHIBITD
Examples of Vendor Cost Proposal:
Vendor 1
-----.F-..
~~n~~~·~~E·o~~~~a~:Si~ii-~fe -:--.=~~ ---_..
41.00%
----..,.
20
Type of Call
Collect
Local
interLata
intraLata
Interstate
International
Per minute rate
Surcharge
Minute
Call Cost
Fl"at Rate
Family Costs
--
$5.50 ..---..- - - - $2~·229:808.35
......_._.- .....- $2:11T418:75
$7.50
-------.
$5.00 -----.----. --·$3, 686~354:O0
$12.50
$8,027,581.10
$18.00
.................................................................................................. .. •.............._........__...--.~--~-.~~-
$1.50
$1.50
$0.20
$0.30
$2.50
$3.00
$0.50
$0.75
•• _ _
I
Pre~aid/Debit
I
........
$5.00
$0.25
. $0.50
b Data (total calls - 2003 data)
-:-~.
ICall
--~---~-
70.00% Collect
._._-_.
... --
30.00% PrepaidlDebit
._..Total Family Costs- _..__..
_._----_.----=------ -
-..-----.-----.--~. -.. ..--..---- --_.-...- -:---.
--.-- ,
~
__
~
579,171 Local Calls
402,175 interLata Calls
__
._~,,~._
••
·~_
......
·~
..
·~
.._
... _ · _ ....... - - . . _ .. _
•••..._ _... m
"'""""' .... m ..." ............. _ m..
~.
·=,·.., ......... _ ............. _ .. vo...
.
......_--.
_... "".~.!.~.~~.~.~~~..i~!.r.~~~.!~..~~~~~........................._
..................................
..
-----:---------.--~
..........................._.......
···········~·~'~·~~'~!~·:·~~·l:~_:
"
00 _ _ _
----0000
.001
.$347:562.:.66
$2.00
$4.00 ...
$482,610.00..
..............
................................._
$5.00
$1,579,866.00
..- . - - $7.00 ......---..-------_...... ..-.. -$12.50
$0.10
$0.20
$2.00
$2.50
_ _ _m
t
$5.00
Local
interLata
intraLata
Interstate
International
~ffNNN"ffff
.
$10,437,559.70
-~-~------ --.---~
....".-...- ..-......"..-..
.--.~
--. .
..-....
~
-.~--~-.-,
...
~.
..-
............ "". " ........" ........_ " ....""......" ....""-,,.. """".."-.. """""",, ..
....
---~
j
State of Washington
Department of Corrections
CRFP6446
ExhibitD
Page 1 of5
EXHIBITD
Examples of Vendor Cost Proposal:
. Vendor 2
.,!~~.~.~~..!=Jr~p'?~~.,~~,t.~.~ . . _.,.."" . . ,.....",'.'''. '.'''m'' ,"" .. m."""" ..m'
Commission rate
"""m' ....,....,. " .., .... ____'_"'.m .
51.00%
20
"",.1. ,"',.,'_, __.,'_"" ___"'_,___ L,, ___'_m__"" __m--l
, !
~-.,...'-----.---------j
Minute
Call Cost
Type of C Surcharge Per minu Flat Rate .
Collect
Local
$1.00
$0.15
F~mil¥_C_o._st_s,..........,._ __
·············${621;678:soT···············;
$4.00····
interLata
$1.50
$0.25
$6.50
. . . . . .m'. . . . . . . . m.1~~~?~?~~?:?!?L.
intraLata
$2.00
$0.25
$7.00
$5,160,895.60
Interstate
$2.50
$0.50
$12.50
$8,612,470.65
Internation
$3.00
$0.75
$18.00' _.__
f-----+-----'--+----'----t----+-----t--'-------1m-..~-.'-m-- -.
+--.-----.--",·"·.··' .. m ..".""",,
.
... _ _ "_m~._.'"''~'''''
m _ . _ _ _ ' _ _ _ _ mmm _ _ _ _ ' .
PrepaidlDebit
Local
interLata
intraLata
$0.05
$0.10
$0.15
$1.00
$173;751:30
$2.00 -~-"-'---$2-41-,3-05-.60 - - - - $3.00---....-----m'· . ,--..--.. $947~91·9:60 ---_. --..
·m____...
:~!:~~~~:~n
:~:~~ I :~:~~
_
,._______ '-.
ICall Data (total calls - 2003 data·
_ _ _ _ mm _ _
$~~:~~_mm
__L ___I._____
1-
.._....."....,.., _ _.
·~m_~~_
... mmm__
m'~~ ~~~ ~~~:.~.~.J. . . . .
..
..
mmm.mmmm
Total Family Cost._s_ __
..
!
t~::~-C~::=~~
i
.
579,171 Local C a l l s ' :_ _ _ _
_1
402,175 interLata Calls
1,053,244 intraLata Calls
I
__._. _ _ . ___._
I
State of Washington
Department of Conections
!_ _ _ _ _ _ _ _ _ _ _-j-_____.__
~~·
i
CRFP6446
Exhibit D
"'-
._ _+_____
L
___-+-_ _ _+--_ _ _ _ _+-_ _ __
Page 2 of5
EXHIBITD
Examples of Vendor Cost Proposal:
Vendor 3
Vendor Proposed Rates
Commission rate
Type. of Call
Collect
Local
interLata
intraLata
Interstate
International
Prepaid/Debit
Local
interLata
intraLata
Interstate
International
Surcharge
48.00%
I
Hybrid
Flate
Rate (per
Hybrid
Flat Rate minute
20 Minute
Call Cost
Per minute rate (15 min) charge)
$1.50
$1.50
$1.50
$2.50
$3.00
$0.15
$0.20
$0.25
$0.50
$0.75
..
$1.25
$1.50
$2.50
$2.00
$2.50
$0.25
$0.50
$0.10
$0.10
$0.10
Family Costs
$4.50
$5.50
$6.50
$12.50
$18.00
$1,824,388.65
$1,548,373.75
$4,792,260.20
$8,165,022.60
. $1.75
$2.00
$3.00
$7.00
$12.50
$304,064.78
$241,305.00
$947,919.60
$1,493,289.38
Total Family Costs
Call Data (total calis - 2003 data)
70.00%Coliect
30.00% Prepaid/Debit
$9,658,311.98
579,171 Local Calis
402,175 interLata Calls
1,053,244 intraLata Calls
State of Washington
Department of COlTections
~
CRFP6446
ExhibitD
/
Page 3 of5 .
EXHIBITD
Examples of Vendor Cost Proposal:
Vendor 4
Vendor Proposed Rates
Commission rate
Type of Call Surcharge
Collect
Local
interLata
intraLata
45.00%
Per minute rate
20 Minutel
Call Cost
Flat Rate
Family Costs
$6.00
$6.00
$6.00
$6.00
$6.00
Prepaid/Debit
Local
interLata
intraLata
Interstate
International
$2,432,518.20
$1,689,135.00
$4,423,624.80
$8,545,278.00
$3.00
$3.00
$3.00
$3.00
$3.00
Interstate
International
$6.00
$6.00
$6.00
$6.00
$6.00
$3.00
$3.00
$3.00
$3.00
$3.00
$521,253.90
$361,957.50
$947,919.60
$1,831,131.00
~
Total Family Costs
Call Data (total calls - 2003 data)
70.00% Collect
$10,376,409.00
30.00% Prepaid/Debit
579,171 Local Calls
402,175 interLata Calls
1,053,244 intraLata Calls
/
State of Washington
Department of Corrections.
CRFP6446
ExhibitD
Page 4 of5
EXHIBITD
Examples of Vendor Cost Proposal:
VendorS
Vendor Proposed Rates
Commission rate
42.00%
,
Type of Call
Collect
Local
interLata
intraLata
Interstate
International
Surcharge
Per minute rate
Per
Flat Rate minute
for 5
rate after 20 Minute
minutes flate rate Call Cost
Family Costs
$0.75
$0.75
$0.75
$3.00
$3.00
$3.75
$6.00
$6.00
$9.00
$11.00
$1,520,323.88
$1,689,135.00
$4,423,624.80
$7,633,083.68
$0.75
$0.75
$0.75
,
' $0.20
$0.35
$0.35
$0.15
$0.20
$0.20
$3.00
$3.75
$3.75
$6.50
. $7.50
$521,253.90
$452,446.88
$1,184,899.50
$2,158,600.28
$0.30
$0.40
-'-"
Pre(!aidIDebit
Local
interLata
intraLata
Interstate
International
$1.50
$1.50
$0.25
$0.30
Total Family Costs
Call Data (total calls - 2003 data)
70.00% Collect
30.00% Prepaid/Debit
$9,791,683.95
579,171 Local Calls
402,175 interLata Calls
1,053,244 intraLata Calls
State of Washington
Department of Corrections
CRFP6446
ExhibitD
Page 5 of5
EXHIBITE
Vendor Cost Proposal Form;
Vendor
--------------------------
Vendor Proposed Rates
Commission rate
Type of Call
CQllect
Local
interLata
intraLata
Interstate
International
Surcharge
Per minute rate
20 Minute
Call Cost
Family Costs
I
$0.00
$0.00
$0.00
$0.00
I
PrepaidlDebit
Local
interLata
intraLata
Interstate
International
$0.00
$0.00
,$0.00
$0.00
Total Family Costs
Call Data (total calls - 2003 data)
70.00% Collect
30.00% Prepaid/Debit
$0.00
579,171 Local Calls
402,175 interLata Calls
1,053,244 intraLata Calls
State of Washington
Department of Corrections
CRFP6446
Exhibit E
Page 1 of 1
Exhibit F
DOC Policy 450.200
!i.tA~e; 0''' ~~llit;7-C+<
Oiii1i>m'tMeNt C'" CCf~i':¥':li.cm
PRfSONIPRE-REtEASE
POLICY
DIRECTIVE
DOC 1t*l.100 l$1'lere~lOO':)rpo:aled In!o ln~pO:tCJi:lln?:nM!; Rew SC.7:>;; WAC ':/37-.43-0.&1;
ACA ~.97; POC: 4SO.2:1C'ClTendaf '7t1epMr4: M:::ritor~gar.:d :R~dlng; 00091:\,500
tegalAoe.eSf>. tor O!".end~·
POLICY::
t
r4-4AM'l
ara
or;:il<j~m PrJJ::I't,a~ ~~~~e fa:rllHE<S
~roVl:iezf ~e", tiO' pUbiC:
!tnttaUoos and ,!\?SIrtf,X:ll'l$, 1b; erri&lre
s:eCU1Cl~· and ·orner '0: 1li.e
• th;:. pUOE'C.
it
1.
Ol'l'e:iCl'5!i tEtepoor..:: $,lfi~!In PtlSOO l;$'It:i
pre-~I=a&::
m
raCI$:l:tes W~l reqt..ilt:
o1l'en~r& to
tlliie an lnrna:.. Parsonal !dernln2tton N\.snbSf (IPiiN) wl1en p1adn9 ~on,. 031)$" to
provl3E- s; means. et ~entlfylng tn;; OffenG!er WJ'!O !lnl1la.tleei,a. ca~ fn th;: e,,:ent of a .s:eullty ,
l.xmoem 0:".3 comp,13ll'lt fromlt\e, publl~.
!nmsl:e ~r~.or;i.3IIO:r.:i7;0311oo t<}Umbel"
A.
O1rE':lll'!::~ ~l ~ 3»~r,~ an~l~ IPi"4 UlXIn fm,*"e m Vil'ast$~n Co.,TE~ns,
Cen~r lWCC}tll" \~~sn!ngtoo C~onscen~rmr'l/4<:m!!ni)NCC\fJ). An
Orr\?1!d;!rs. IFiiK "I.'fl! f~.malr, 1tes:ame itMtltJgWlW!. t~'he7ln'2rr;era1ffolk
1.
2. .
otI'endier:s. ;;\~! ~. ;Sh::wT:' a .tral'rik".;g "".idEO
onental1oo to In5J:;:'t.;cr. 'th;:m 00 \hi: f,JSE' or
Eacr!e<:!'o:te7 \'j.11\$~r, roc 21-4.21 Adm;::"li1!ti'gmerr. ~ MtmllOt1io;
Te3eJ:Oooas ;;;md crovarm.ona{",.~e~=Il"t of Ir:rn;;;:;a ? ..rsooal~i:li:rnmca.l:l'on
~~Ul"!'.£:I:r (lF1N': a::;:nQ'A~e6gtn; NO:!lpt cf an fRN arJ:! noUllca'lon of
,elEjjllone :lTJOI':{tOl'fOg,
3.
0.
O!fendie~ .ai'S: ,res:ponsltle1'OI: tnE: $ii:Mlif Of twIefr PiNs.
Off'endie~ 'AllllmClletiilitel), fi:p::rt lw ;SiOleft, «COl'i,prOmf~::i t!PIN.s W taO'~1:y
..
:S::3l't:."l"tEi: taCf!W;;i:ta: vm ,~oo te :tne rleadti&l3rter5 1PI!'>1 P,,1m'l7lmr:alh::1;J sta1r ~
,F,l;J(. pt,one. or ~m:l31!s:o .ne'IPlK 'm~' De parr,anenny d:a~l':~.
State of Washington
Department of Corrections
CRFP6446
ExhibitF
Page 1 of 10
;;1
l..I!
'iELEPH))t>!:E
1.
c~
[I~E
BY OiFFemSR,S
01I'emj:~ra, [may b:!·cfi3rgeri S2 ~!lr.;;" :r~pli:r:?:rrlErt IP:!NL O~der;;: If~ill nell:
DE: oE!11 lEd ,an IPiN: fner;au:a.e of In.~Bj1i:W.
lrnre;m:ier~;;s!nolJll1 Jeport non-'aPJrtflg! JPlI:J~s and 'D:TII?: liE'a1E:ij ptd~IEm5 ttj
~IT;'!;iI=t!rr~: DOC 2t-154 OII'e;t1:l:erT€lep.!1one .~.ci1O:!l form amj '!lIVlllgH tCI L'riH
;s,:alt Unit :st;tfv.1!E lritta~ 1t;e prm:;:Es to h.a:.reltr?- prot:lenl n=',Sijl'ir~o: ,a.5. l!,oon ,a.s
p~-Slb1e,
lD~
TIl: :;e3d~1.i1art:arE l;;:iIN Admlri1Et.rail!lri. ,srla~ /lilll:
1.
2.
i\;.iCt'1lioc iRe)S!~t.bl'1) ';:::enter,admlSElooE, amu! lran:sl',Ers, and ensure' aCUi,fi,i':tlrJ
a'l:thE, i::;ciwem: l;:a:;31lan, till:]:
(ir ilPINE
/3..
Provide iregfJlafr-:p:!l1s to 'each eac41t:~' !lsjflQi 1fl>: IPIN's 1'C{' al'rend=ns ;atlirat
ror;atlo7l. TIlEiS': r::p::rts 'AliI itlE:K'=pt If;;a Eeiure rOt:J3tioo and cnlJ~ !he
aDcs:slbie to,sla'j G:SI~3J:er!! :t:ytine S!1pef1.nter&d!!nt
Eac4"i ~!Jp!?r1rr:"Err:il?;.,t!lii1H deSiyrra1e ,an IPfJ~ Co!m.flnator e~, ~ue as the lIals~El
[iE~'lie:n 'ltiSracUI:y ant/mE' :headquartE'!'S PIN ,AdIT;'ilUI5iraUoo Ort:1r.i2. TIle IFfiW
Conrnlr:ato: 11N1I! reIiIXUl}::! 'to :lita..,- am:llllrt>En,1Er proMeITt::. ~nl::;e;ml!lgIFih"rl;:;'
HI.
TeaepltiocE' MootlOOrtg
A..
SUF-IlTil:em:er015 \!l~1 es.iat\~~ ptOi:Eti)JreEima:en3ti~ m~rl\!illiti~ m'
~r~er,:.atlooSi '00 a[ IJI1'el1G:f-fJ;E:ij 'teEpti,nFEf'!!Ef' DOC ,i$Sl1.2:1E! Cffemuer
Te'~~4!l~Il: ilt.ioolt;.'"4TIrrg ~T/~ :F'::~llr~i1tf!.
1.
TIE· oort:':er015 ';:(:"iif'j Interce~{'~a~ 13nti rB.oorde:l t~t:~oo= ~rt'#~.:aHocl 'iI~'
[IE' aNul~O' r.:rri;r 8S, riSC~I)' to, ;S3re~3ro: toe ,~en~' r.:peratloo Of'ttl;'
\ ~3.cmiY, IE reEij107iSE; i:::,;a CDUrt: OJijer; ort;! btl!? 'prll5ErlJUC{i or Inv,:!&lgaUoo
or any !::71rrE.
2.
.
OJllY'trie SL.'pSrlnteTIcErr:aTi;jj illlls.Jtw:nje51grS\'li1Il nEfi.I: f3Cr:~,~; the
unlESS crlr.erlilEeprD'!t1cEtii:lbr b:~! la.I/i\' i:ill.d\tlr p~ltr;y,
lre~rr,jln!~s.
.3.
~IL
!De"3rar&d IT-:W11ng :Irr.r;ared ;i);"fertaEr c-:le!i110JleCaIiEi ~~ac;-=doo
Teri1Typerli'~e-;.;QlUrrJ!I!1Ir:i:ii~;k:11: De1·w.i200r'ihe D=af flT'(trlJD~ madnlriieE,
r
..
~ramsrl~'oc arrEl1G:rte1e~HJn=' line,s ,afu"E: :sub]=ctto, tim? :sam: lm~tlOO.!1g
as ai; ather ;c..(;;.;niler t~IEjrlhaJ'le r.;aJ~s. eJID2pj'r!:tr ;e~ai ~J1s, :Deaf or
!1ieartng; iJ:11Jlatej O'l1'eJl1:ler;S IltiJy' be !7e~!llred to illE~ ,C; EI8~',pe 1fl:!Il ~r ~~Ei!
Vi1fti trl'E! IT:flT:DD rn1actlRnf,.'l~'!lef!thE: c.-311I5ii~pjeiEjj. tl1E! :U5:dtei=l'jpe
p~1'"i2:r!l.\l!: tiE' 111m~:i !n tooeEl1gr;;3Led &al'!'~,tlr' m~n'!Z~r'1r1~ !pU!1pl]Ee;;~
Offeml:eL Irdt\a1E:ij P:e,r:sonal ,cal~;
. It
State of Washington
Department of Corrections
Offen~i:rs 'I.~~I
nat m2.'£'e Lllsuw=rvls:dacces-s to :5t;,'tl'tel=p1l00~,.
CRFP6446
ExhibitF
Page 2 of 10
o.
c.
sup=l1iITl:entErw:s '1J.1~1 set rg::L~· of a'l.13IlabJlt)\' ar.,1j liml1a111ll1s 1t{ aITelll:!Ef' IJllllii:':!~
pE!;£j~lafi calK
OOem::f:erS'lii!! /'}311E i¥elECmal ar;DI:~ ID i~llJ:lr.:ef;' Itj·3! lCrJr miiMe eollemcail oJItions,
and are .8.1ca~~d]:1 Cjl::DEE.E1l:{e aJi:.,3.5.
Ct
OOermers wlH n::t fLlSt? 11ie tl?JEptllJrr: S:ij'S'ElrJ to li::omlm£!' Of li1:mlal:ectllmtr;,a'l
acuv'ft!,i',
CIJSiOO1 ca~' ~a1llre:S :5iucrr '<lE" :3-'li'ay G:illilng, caKi i};JrlJ.1
3rolng, e1c." ;arB rrll7F:
pemrirnEd.
OOeimlEr.s ;!Ti1lJst erJErl11:elr IP!1N :,z, !rul1:a1E; ,3,teIEp!1nTl!2 c.allalmi, arE rer4i'ZlrJslDIE' ~r
all calls 1U31J:e /.JSffiig: liile't as~r.:e~l JPIN. .M 'lliwariiier',s· !?IN1NIIIlEo;;K at 1IlE:
~~tclln:~' '&'.llleresJhe Is a~~nellL
1.
l'.tttlE: lr:egllln:Jrig, or eacncafl a relXcQed1 in1eSSagEwlll :ile illiayecr to 1!iI;:C~'
_.,.
~ne ;reclplE!7lt
a.
rL
Tirlat llt:ecart IsongL1a.tlng ~rom ,a, 'i!\!ast'i!ii:igr'1.ln stale 'DeJl3111ITt'EJlt cf
ConrEi:tlar.s ClTe~dBr,
IT'ffTD:D' pl1>Jnesa'!,'alBfi:IE: ID .oeaf arl!1eanm,~ :rnp.3Irelii ol'!'errdEri· me
, pra~rnE'i::l to restrlm: r:cal!~ l:aEf~!< rnl!'lLl'!s, tt!eel{tl1iii3!erv.'~ ,3, :2Ci imlrUlJI:e li::alll\:i:f
a mm.-rp-EilTIng In:p61r.sCl per::.Qf1l
~..li,TI~ al'l'eJll:1;f'v;tiD t"iaSalTI Incarcerate;:! SjlJruse, may ice .61illlVii'B::I (me !lOTI-IPJI\';,
rnmHme::l &:::AN' ~II 'c¥e.:~· ~30 days.
2.
Ttl25e 'calls ',vIE !!iE! arramJE.Q,SIJ1D81'!lISEa, aM] do;:;uIriEnlKibJi dBSlgl1a1Bd
S1aJ"L
-,
TITIE' afl'.eJlGEf must :Pf{lIIIO;e proOf o.r mal11agE prlO:7 ~r:' !lJJs tYPE< o.r S:AM: ~II
bElrJlJ placed.
~.
TtlE SupErntem:12fk'ill11:s<tgrr?-E: cf ~ne ·ra.:;in~f rEOell/l1g! ~!1ecall JEmIE!
approve.
~l
State of Washington
Department of Corrections
SUpEnml:em:lEr,z5OC d2EJ;ITlEeS !ria],' lDf!m1r ari ;C\"';?-rtDeI:' tile llE~ 'i:.:fa r:loo-fJP!N
sC::P,Ntel~il]rp- line Llflder ~;:Jllwe!lr"ll '~lrGlLlms13r:w:r:s srJ~ti! asramii)'
lEfl"Eri2erricl:::.• TtiIEit'fffii2 {if call '10m t;e PiaCEdiiiTIC: :Siupen\t:oiS:r IDJ' Et:3rr~
CRFP6446
Exhibit F
Page 3 of 10
di'tJai
l'ELEPH;DNJE ftlSE '8:"11' OffElNDER;S,
K
·,i'ln]' 'Etc,~I:I~5ic(;'tt{f::; iP';)jlc~· d,lliTeclh'.:, l11iif,f IlBs:.Jlt In'Ui: I~ lCrfEiLlSpEfiEilrlrJ lilt
TiEIEp:Mm= iprMeges '~~ia;t,9E' dI5c~pltniil!;Y o.rri1~35.5mz;att;OJl premer""
TIl.
Ol1'emj'erTele-pnol'li: lJ:&:In: 't';b.r~ •
.!:diEilgrnni:J1t:5-
i:rl1'er:l:Jiers 'i\'.;~11 DJ.t IJE: aIlO~N=d to pia;;>.: tel=pl:looe calJ:a; 1l? JturnbEr:; 'J:i',Jlslo:~e thE'
A.
~aclli'7:~ 'n:~rII
ti'1Elr\'?!lrta""e3E.
;S1aff~;a] 1tte C~~ and ttiE' p=l'5'iln
tie: ialklng to ,an ii);'fieooer" i!:f'
....
'"
reo:~;\\lli;ga"e: call ~ ;notlfJEd ~I"tat &lJie: \MII
.
TtF-, can If;:; l:JaIT. era; telE-iUlSWleJimg' ~H:[JIia'm ~l:lr Cr:ITecljilli1;£ ~mj!.lEilry !jC:!!N
'~JEit'o::;nerE:;l!jfiO; are nilt!l"i.elit\:1BJ l\f,~ijtetaritlrlg; F.<!:' an arremEL
'. •
'.
.
C,
OO!?'!il1er:s. :rr,;a~' u:i2teIEl=iJiooE:S 117;.131: Zii::i::2SEi Ir,std:, are!,,1Elile lnera~lE~}~ lr:; s~e:ai
~il De:pa17tmemt s:afl'lCf cttleJ o./TendErv,H:oi8iE, ro. conduct Yj{a:rl~-relii.E:j'
dl.sc;usslOCI5i If ::.tan'pla,ce the ca~
In..
p.E::Qlooal ,/il.lrr{k11!!!1ratal's iIT'my ,~prD'ie ,;;::=:aelIttm::,~, req!.Nrerl181lJ.'E. ror'l:!~lTlii:ier
nEI~none iUse III W01!'1 aE51~nrr;ellts im 'i;,~rt:t!r~, arm:! ~"1'Hlrorg;ar,j a ~::~! to thE, G,ml:::'
of Co:rrEY~:cma'l :DperaH;:t1:; (OGO) D2p!.l1j': Secn=l'.ar:~.
E.
SupEIflli71tei!derfu~:; MJil5'I: ~i:!i\\' an[l: al="'PJOi~B eam OffB'l~:ei rt•
.fl::! f.~lIl"i,a~!e a12'12'&:o!E' ~Z:'
t"=IEjWllo:ne:; as, part of ITilsJl1sr assignEe! 1;,..1:111: ~ogr;ar:'i1.
1.
2.
O11'erIo,er& i\\\r.!1 a COO III mJrili; (lr tl'i&."o.f1'D~r;a; serf. O1fe-,";lse'MIl riot DE' a]l;O'i\'.;'etii
t~li?pna:!1i: a.C'-CescS.
'"
Oll'e:n:1,ers '«j~;Zl aDoo!.~ldllo.r; erl"dsto.rJ lCffr,3"oo OJ ethEr J!'lTejaiClW tEl"ta'.!lcr,
WitErE ~ilea~=njEr {\las, damoniilratel:i1;a tDrom=~ ~r grci7:I1lng tr!2' 'Wtci'lrn
~nrougrl ;Siaf~lnfl OT Q1h.=ri\'.;~:se laj11nfJ the, gro.l:111rHffl,~, wl]rttF-' e;:lmlnal j3l~;
ri~1fl :nol be aTtO)''!le:i1 ~=Iepflo.ne ,;;;~:;e5S.
A.Any o./TendEn,,,'rtil a C'J)l'lvlcUlln;oc hJs~r:r!{ rjf,iij :5'E!:{ olfe:.'15e !i\'.;~11 nat !harife ,access to.
fJiimes., iiijjf:~5. 0: [pno.ne I1UrI:ftlerrs of prlAra'lB ~1iiii11iJ'1:i.uaJs 'lI.1tJle pBrrormlr'1:g
mlsJheJ iil!.1ltEEi In: ,an '~Enjerr ','i.OJ~ Ipr':::gra!TL
'
to ''\'ittir:'E pagE;· 1Is1lngs i~ranJ Iplfcllr;;
15.
Oll'em~r:s. 'Ii'lll nat !Ttii.ve I1nsLrpE11115i=dac;c~,S15
7.:I~t!one ii:llrectoTJ~
.C_
Te'ie1=4TIOCF-' dl.!"eclooe:; ali:' nat all;::wil?:Iln alii}' trliitenderr ·!:i;:~~n;:;rEa.·
State of Washington
Department of Corrections
CRFP6446
ExhibitF
Page 4 of 10
UlJ.1i!
liELEPH;OUE [ISESi'{ G:FfEtmER!S,
1.
B.
O!1'er:m:er::i 'HalO ar:· c;ljz:enl:. l:rfior~lgnCi)1i..mI:JI~ 't1/1.De alIO'A'&f t'~l OO.m:act
nnelt oonruale_
TIii:' tJIIJ:Wilng ,arE :reqUlrrEmenlE, ~t:f';i:a::ran~e:r-Ei7l~t:y caii~ artd ,cEMf6tO' OOnEiUiEr
11I'i'lteff~:
1.)
2.
i6;r! on'el'lij~r; ~i~;,ner attame')'e lDr hlia~!!'Ier l::onl:ularc(:'~)2r'j.v~1
DE r'eiSPOOsililS
~!~rltiS IXiEit of tae ;lJI11mo;Tih~rej and :!lnre:;~rrle·;j Elep;,ol1p. i~3Hs.
.,
AJJIi cfn'efld=r~3I!armey ~lIs 211;1 l:;al;; 1~1 {;cooJlar OifIn:rEi W!!:: De iJ13i:eil tfy
00 a ;r:i.es'lgrcated tel=pl1;XlE_ 8,:3n' lMlIllot listen to
ine ci~m'':lSatitiJl,. tar: ,,',:11 rflEMmEln r~!irSlilal! OOr0:·3ut (rr ~.!le cfW~rdEf: '/i,'hiE!/fJ 1~v:
an'eJI.:Er I; I!l a I'li :aIEl!! ~\\1neTeEie;::lIr!t:f iOr IntiJrma1ltln imay' bs OOJf'lftrom:se:L
is;'~3~';3mi ~.'i;111 ~effi.a;je
3..
4.
Tn:' ali'el1d:rv.m: p.n:Mde ,Eita;, v,1111: ille r;al"tE, [Oi~':ltlari, and te'fept:lill'lS'
m!ITTlt':fiilt 1t'v: a:i:GfirreY';5 nl1m orc:):15ular amaE:c
Tns, :s,j3.r::'iI'l!~J
!ie!l~f ~hatltfs
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7.
State of Washington
Department of Corrections
Ledgers dOC;um=m!!Ei~ r3ttomE!~~ ~II:; aw9di ;:;al;; 1D IJ:;cmF..lillar o:mDErEil.¥l1l: be
rn a1.rn'i1JriE~;.
CRFP6446
ExhibitF
Page 5 of 10
k; t Ii·
TiELEPHiON1E IllHSE 'Bi¥, Q{FfEND6R;S
ia.
ILf1'1ger:,;; ar.a' i),l!li'1(jen:~liifiDl ~tle -c~B:lts~ are (jF~'1l.Ilgej Ol1lY' a:!:1tle·
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n
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S1w"f \'j,fl,-J r,=ce?~~j toe relJ,lEEt
;!JEF1i.Nmo.~s:
DOC: 211-42"J .~k~~gJl'lP-l'It cH&D:llllallrtg TEiep:tiOrES cm.iJl '~l'1f{eri;a!loo6!R;e;~\Pt af [l1m3:!e
?;:rsr4TI31 fdEmm~Qn iNU:!1"b2r{1~~)
DOC 21F,,""54 OI1'8!1iJef'7rElejDI1iOIli? Ael101l FO:m1
\
State of Washington
Department of Corrections
CRFP6446
ExhibitF
Page 6 of 10
ExhibitF
DOC Policy 450.210
NUMBER
STATE OF WASHINGTON
DEPARTMENT OF CORRECTJONS
DOC 450.210
PRISON
DATE
POLICY
DIRECTIVE
o Offender Manu'!l
0
Spanish
EFFECTIVE DATE
10/3/02
PAGE NUMBER
JOSEPH D. LEHMAN, SECRETARY
1of4
TrTLI':
OFFENDER TELEPHONE MONITORING AND RECORDING
SUPERSESSION:
DOP 450.210 effective 1/23/95
REFERENCES:
DOC 100.100 is hereby incorporated into this Policy Directive; RCW 9.73.095; DOC 450.200
Telephone Use by Offenders
" \
POLICY:
I.
The Department shall provide guidelines for the implementation and use of an offender
tf~lephone monitoring/recording system to enhance facility security, increase offender
and public safety, and reduce the occurrence of criminal activities or activities that could
be a threat to the orderly operation of a correctional facility.
II.
Offenders' constitutional rights shall be protected by providing for unmonitored legal
phone calls per DOC 450.200 Telephone Use by Offenders.
DIRECTIVE:
I.
Responsibility
A.
B.
II.
The Correctional Intelligence Manager (CIM)/designee has overall responsibility
for Offender Telephone Monitoring and Recording (T/M).'
"
The CIM/designee shall conduct an annual inspection and submit a report to the
Office of Correctional Operations (OCO) Assistant Deputy Secretary/designee.
Implementation
A.
Activation of the monitoring program may begin only upon the specific written
permission of the OCO Assistant Deputy Secretary/designee .
.. 1".'" " " "A Teh3:lIi16nltoiiiiffPr&:Opeya-tibhal "Compliance audjt must be Cbinpleled"
before a facility Superintendent or Correctional Investigator may request"
the activation of the monitoring program.
State of Washington
Department of Corrections
CRFP6446
ExhibitF
Page 7 of 10
NUMBER
2.
Ill.
EFFECTIVE DATE
TITLE
DOC 450.210
OFFENDER TELEPHONE MONITORING AND
RECORDING
10/3/02
The CIM/designee must complete an on-site verification audit to determine
a facility's readiness and submit a letter and report of compliance to the
OCO Assistant Deputy Secretary/designee.
\
Notification
A.
The Superintendents of the Reception Centers at the Washington Corrections
Center (WCC) and the Washington Corrections Center for Women (WCCW) are
responsible for ensuring that all incoming offenders complete and are provided a
copy of DOC 21-421 Acknowledgement of Monitoring Telephones and
Conversations, and the original form is placed in Section 1 of the offender's
central file.
8.
The Superintendents of the Washington State Penitentiary (WSP) and WCCW
are responsible for ensuring that Offenders Sentenced to the Death Penalty
(ISDP) have completed DOC 21-421 Acknowledgement of Monitoring
Telephones and Conversations, and that the original form is placed in the ISDP
offender's central file.
C.
Prior to initial implementation of T/M operations at a facility, the Superintendent
shaIl ensure the offender population is notified of the activation of the monitoring!
recording program by:
1.
2.
D.
IV.
Posting signs that advise the offenders that their calls may be monitored
and recorded. These signs must be placed on or adjacent to all offender
telephones at least 30 days prior to activation of the monitoring
~
operations; and
Ensuring that each offender completes and is provided a copy of DOC 21421 Acknowledgment of Monitoring Telephpnes and Conversations. The
original signed form shall be placed in the offender's central file.
Classification Counselors and Records staff shall randomly audit offenders'
central files to ensure DOC 21-421 Acknowledgement of Monitoring Telephones
and Conversations is present.
Monitoring Operations
A.
Access to the monitoring system shall be limited to the:
1.
2.
Superintendent;
CIM;
9,.CQJ)~9.1!Qn~l!I1\(~§t!g~t.Qr.(§l.;.§lJq.
4;
8.
State of Washington
Department of Corrections
. . .....
... _ " ...
Specific staff designated in writing by the Superintendent.
Recording equipment access, including disclosure requests, shall be logged. In
addition, log entries documenting system malfunctions or technician service shall
be entered in red ink. The log shall contain the following:
CRFP6446
ExhibitF
Page 8 of 10
NUMBER
TITLE
DOC 450.210
1.
2.
3.
4.
5.
6.
7.
OFFENDER TELEPHONE MONITORING AND
RECORDING
Date;
Time In;
Purpose;
Time Out,
Case number if applicable;
Signature; and
Other relevant information.
C.
D.
System demonstrations to any other Department, agency, or individual(s) must
be requested in writing to the CIM.
E.
Equipment hardware and software access passwords shall be changed by the
Correctionallnvestigator(s) or CIM quarterly, or immediately upon any assigned
staff rotation, alteration, or suspected or probable system compromise. An entry
shall be made in the log whenever there is a password change.
F.
V.
Log books shall be maintained by the Chief Investigator at the facility.
All recordings shall be kept a minimum of 6 months, but no longer than one year
after the interception and recording unless the recording is being used in the
ongoing investigation, prosecution of a crime,or civil commitment proceeding=as
is necessary to ensure the orderly operation of the facility, or pursuant to a court
order.
Disclosure
A.
. The contents of an intercepted and recorded telephone conversation shall be
divulged only as necessary to safeguard the orderly operation of the facility or
protect an identified potential victim as determined by the Superintendent, in
response to a court order, or in the prosecution or investigation of a crime.
B.
C.
.. VI.
Under no circumstances may the master reel, a dubbed tape, evidence reel, or
recording of an offender phone call be surrendered or released to any other
person or agency without the written approval of the CIM or the OCO Assistant
Deputy Secretary/designee, or in compliance with a properly executed court
order.
The nature and capabilities of Tele-Monitoring Operations (TlMO) are considered
confidential and shall not be discussed with general staff or in front of offenders.
Discussion of operations must be limited to those staff with a direct need to
.
know.
ReGor-ding ..Equipment
A.
State of Washington
Department of Corrections
The facility Chief Investigator/designee shall manage and oversee all recording
operations and maint~nance~ of recording' equipment.
CRFP6446
ExhibitF
Page 9 of 10
NUMBER
TITLE
DOC 450.210
1.
OFFENDER TELEPHONE MONITORING AND
RECORDING
Hardware and software malfunctions shall be reported directly to the
contracted phone vendor with follow-up notification to the elM.
S.Recording equipment shall be installed per approved telecommunication
standards.
VII.
Training
A.
Training shall be coordinated through the CIM's office. Training shall include:
1.
2.
3.
4.
5.
Applicable administrative regulations;
The legal aspects of monitoring;
Reporting responsibilities;
Confidentiality requirements; and
Technical instruction in the use of the monitoring/recording equipment.
S.
Staff must successfully complete the above training before they can engage in
monitoring or recording of offender phone calls.
C.
Training received shall be documented and maintained through Human.
Resource Development System (HRDS) records. In addition to the HRDS
training records, "authorization to monitor" certification shall be issued by the
OCO Assistant Deputy Secretary.
DEFINITIONS:
)
Words/terms appearing in this Policy Directive may also be found in the Glossary section of
the Policy Directive Manual.
ATTACHMENTS:
None
DOC FORMS (See Appendix):
DOC 21-421 Acknowledgement of Monitoring Telephones and Conversations
State of Washington
Department of Corrections
CRFP6446
ExhibitF
Page 10 of 10
Exhibit G
RESPONSIVENESS CHECKLIST
CRFP6446
Submitted by:
_----,-_Proposal submitted by or before 4:00 PM on September 19, 2005.
___ Proposals submitted in five parts to include the following sections:
Submittal letter and envelope - 1 copy (See Subsection 4.3.1)
,
I
_ _ 4.3.2 Certifications and Assurances, Exhibit A
Implementation Plan - 4 copies (See Subsection 2.2.2)
"
,
Technical Proposal- 4 copies (See Subsection 4.4)
_ _ Demonstration Video (See Subsection 5.1.10.)
Qualifications Proposal - 4 copies (See Subsection 4.5)
..I
Cost Proposal - 4 copies (See Subsection 4.6)
_ _ Five (5) Vendorreferences included (See Subsection 6.7.1.1)
(
NOTE: "Yes" Answers must be given in each element for the proposal to be considered responsive.
State of Washington
Department of Corrections '
CRFP6446
Exhibit G
,
Page 1 of 1
The State of Washington Department of Corrections
CRFP6446 - Offender Telephone System and Recording/Monitoring
QUESTIONS & ANSWERS
Note: These are questions that have been answered to date; more questions and
answers will be posted tomorrow.
1.
1A.
I'll be using a subcontractor for monitoring services. Do we need to include
references as well?
Yes, Section 6.6 states, that any subcontractors are proposed the
subcontractor relationship must be described with the proposing firm. This
would include the subcontractor organization .and management and
reporting relationships between the vendor's firm and the subcontractor.
This would also include references. Please refer to section 6.7.1.1 for what
must be included in listing reference information.
2.
Is it the intent of the DOC to mean that vendors may submit only one "Prime
proposal but can participate in multiple bids as a subcontractor as stated in
Section 1.1?"
2A.
Yes, this is the intent of DOC, that vendor may submit only one proposal as
the prime contractor, but may also participate in one or more proposals as
a sub contractor.
3.
Please clarify the following statements:
Section 1, 1.1, last paragraph: "vendors may submit only one proposal as a
prime contractor, but may participate as a subcontractor with another prime
contractor on more than one proposal.
" Section 3, 3.10, "each vendor may submit only one proposal. Submission of
multiple proposals is disallowed and will result in the rejection of all
proposals submitted by the vendor."
3A.
See question 2.
4.
Can a vendor be prime for one proposal and a subcontractor for another?
4A.
Yes.
5.
Can WA DOC provide additional detail as to if each submittal is to be submitted
within its own binder, if each submittal is to be separately sealed (with all copies),
and if submittals can be boxed together for delivery to WA DOC?
SA.
The sealed submittal envelope may be packaged with the balance of the
proposal. The other four sections, the implementation plan, technical
proposal, the qualifications proposal and cost proposal, may be submitted
as tabbed sections of four individual binders.
6.
At section 4.8 the use of the term MR# and MS# are both used. However in the
RFP only MS# is used for scored requirements. Can WA DOC please clarify if
there are any MR# requirements?
SA.
There are no MR# requirements. MR are scored pass/fail, they are not
weighted.
7.
In section 7.1.1.1 Commission, states MR and MS#, however 7.1 states
commission to be worth 4 points. Please clarify if the 4 points are correct?
7 A.
Section S.4.2 Cost points, explains the maximum points and the manner of
scoring to be given the various cost factors. Cost factors are divided up
into four scoring subgroups; each of these subgroups is scored by
dividing the numerator to the denominator and multiplying by a weighting
factor. The weighting factor for determining the lowest commission rate is
4. In summary 4 is not the number of points that is awarded for lowest
commission, 4 is merely the factor for weighting commission after dividing
the percentage proposed by the vendor (numerator) by the commission
rate percentage submitted in the vendor's proposal (denominator)
8.
In section 7.1.1.1, can WA DOC provide an example of how the $5.1 M
guaranteed commission and the IPD calculation will work?
. SA.
If the IPO is greater than zero: (1 + IPO)(Current commission) = New
commission.
If the IPO is zero or less: New commission = Current commission.
9.
In section 7.1.1.1, can WA DOC provide additional information of how the $5.1
guaranteed commission will relate to the period of transition of services to a new
provider and the commissions to be received by WA DOC during the transition
period from AT&T and any other current providers?
9A.
The new provider's responsibility to pay commissions will commence when
it begins to provide telephone service at that institution. The commission
shall continue to be paid by the current provider until telephone services
are switched over at each institution.
10.
In Section 7.1.1.2, will WA DOC consider other methodology related directly to
call volumes for determining calling rate adjustments?
10A. No.
11. What is the purpose of the video as shown in Section 5.1.1 O?
11A. To demonstrate the capabilities and use of the recording and monitoring
equipment to DOC investigators.
12.
Is this a replacement system or are we just modifying the existing system?
12A. The department has no ownership interest in the existing system. This is a
replacement system, although some components from the existing system
could be used in the new system with permission of the owners of those
components. Securing permission of the component owners is the sole
responsibility of the vendor.
13. What happened to the previous RFP?
13A. It was cancelled.
14.
Is this a totally new RFP or is this just a modification of the previous one?
14A
This is a totally new RFP.
15.
(Section 2.2.3) Is the term" gross revenue generated" defined by and the same
as the "Family Costs" in Exhibit E?
15A. Yes.
16.
(Section 5.1.9) Department Policy #450.200 states that hearing impaired
(TOD/TOY) phones are subject to the same recording and monitoring via use of
tele-type paper. Does the Department expect that each TOO/TOY machine will
have this or similar features or is the Department open to considering this feature
on a facility-by-facility bases during implementation?
16A. Each TOO/TOY machine shall have a method for capturing and
documenting the typed conversation for review to determine the content of
the conversation.
17. (Section 5.1.9) Department Policy #450.200 states that a TOO/TOY call duration will
be programmed for up to 60 minutes. May we assume that this call duration is
actually controlled by facility staff and is not a part of core system software where
the call duration is 20 minutes system-wide?
17A. The telephone line connecting the TOO/TOY device to the inmate telephone
system should be part of the core system, but must be capable of being
programmed to allow a 60 minute TOO/ TOY conversation.
.
18. (Section 5.1.9) Department Policy #450.210 indicated that "recording shall be
kept. ... no longer than one year." Does the Department desire one year on-line or,
for example, six-month on-line with archiving?
18A. The policy requires that we maintain the recording for a six-month period.
Following the six months the recordings are deleted from the system and
not recoverable.
19
(Section 5.1.10) Is the Department open to alternatives to a video/CD?
19A. The video must be capable of being retained and viewed with current DOC
equipment.
20 (Section 5.2.4) Does this reference to an "Ethernet" connection mean the state's
infrastructure (DIS) intranet service?
20A. No, the vendor will provide all infrastructures connecting the facilities to
each other and to headquarters.
(a) If the answer to question 20, above, is No will the State provide the necessary
firewalls and other security features?
a. No, the vendor is responsible for all firewalls and other security
features.
(b) if the state cannot provide these connectivity features can the State define the
firewall and related protocols/standards that are acceptable?
a.
21.
R~view
the Telecommunication Distribution Infrastructure Standards on
the DOC web-site.
(Section 5.2.4) Does this mean that the Department desires all 30 facilities (15
prisons and 15 work centers) to be on a single integrated network? Or does the
state want the 15 prison facilities to operate on a network and the 15 work
centers to operate independently?
21A. The Department's 15 prisons will have inmate recording systems. They
should be interconnected. This interconnection will allow for remote
access to the recordings. The vendor is not required to record calls made
from work release facilities, but the revenue generated is part of the inmate
phone system.
22.
(Section 5.2.7) Does the Department mean to a "housing unit or the total system"
or does it mean (for example) to a "housing unit or the total facility"?
22A. In this context total system refers to total facility (all inmate telephones in
that institution).
23.
(Section 5.2.10) Can the Department identify these 9 facilities and define"
provide ... until no longer needed"?
23A. The 9 facilities are:
Airway Heights Correctional Center
Clallam Bay Corrections Center
Coyote Ridge Corrections Center
McNeil Island Correctional Center
Monroe Corrections Center
Stafford Creek Corrections Center
Washington Corrections Center
Washington Corrections Center for Women
Washington State Penitentiary
Until no longer needed means, the later of six months after the recording
was made or after the expiration of the legal/disciplinary needs which
necessitates the retention.
24.
(Section 5.2.11) Can the Department provide a reasonable estimate of the
number of these machines on a per location basis (for example, 2 per prison site
and 1 per work center)?
24A. Approximately one machine per 500 inmates with at least One machine per
. site.
25.
(Section 6.7.1.4) In this section does the Department intend that rulings, fines,
settlements, arbitrations and/or litigation before or brought by the Federal
Communications Commission (FCC) and/or various state Utilities Commissions
be included or excluded?
25A. It is expected that these will be included.
.26.
At Section 5.1.1, can WA DOC please clarify if the requirement is for system
features that allow a called party to not accept calls, or if the requirement
includes calls to toll free numbers, 976 numbers, and/or fraudulent calls resulting
from excessive calling to a single number where payment is most likely not to be
made?
26A.
The agency is concerned with protecting the public from unwanted calls
from inmates housed in our facilities. Offenders are not allowed to call toll
free number or 976 numbers.
24.
(Section 5.2.11) Can the Department provide a reasonable estimate of the number of
these machines on a per location basis (for example, 2 per prison site and 1 per work
center)?
24A. (Amended) Approximately one machine per 500 inmates with at least one .
machine per site. Population statistics by institution may be found at:
http://www.doc.wa.gov/8udgetAndResearch/ResearchData/FYOS_FacilitLReport_06-30-0S.pdf
27.
At Section 5.1.2, can WA DOC please clarify this requirement? Is it the intent for WA
DOC to have different phones other than the system phones from which offenders will
be required to place attorney calls, or will WA DOC allow attorney calls from any
telephone as long as the appropriate system configurations are in place to make sure
attorney calls are recognized as such and not recorded?
27A. Washington requires that attorney telephones be completely separate from the
inmate calling system. These calls must be processed separately and will not go
through or be connected to the inmate calling system.
28
At Section 5.1.2, although attorney calls are stated as not to be recorded, will these
phones process calls through the system? If processed through the system can
attorney 'calls be charged for - or is it WA DOC requirements that attorney calls be free?
28A. These calls must be processed separately and will not go through or be
connected to the inmate calling system. However, these calls will be collect and
paid for by the attorney. DOC will not incur any cost for an attorney call.
29.
At Section 5.1.4, does WA DOC have any such calling programs in place today and if
so, can they be identified as to what programs are available to the offenders?
29A. No.
30.
At DOC 450.200, DIRECTIVE LA. canWA DOC provide additional information as to the
total number of PINS assigned today and if the PINS have a predetermined structure
(e.g. offe.nder number + 4 random)?
30A. Currently; there is no structure. It is an 8 digit number generated by the vendor.
The PIN must be associated with a call list for each offender. There is one active
PIN per offender.
31.
At DOC 450.200, DIRECTIVE, I.B.1 relating to IPIN replacement $2 charge, if vendor
provides the PIN administration will the vendor be able to collect this charge to offset
any PIN administration staff support costs provided to WA DOC, if proposed?
31A. That is negotiable.
32.
At DOC 450.200, DIRECTIVE III.B.I relating to calls to incarcerated spouses in another
WA DOC facility, can WA DOC please explain how this is done today and what
interfaces, if any, there are to the offender telephone system?
32A. Spouse to spouse calls are handled outside the inmate telephone system.
33.
At DOC 450.200, please identify the term SCAN in DOC450.200 and its association to
the RFP service requirements, if any.
33A. SCAN (State Controlled Area Network) is a dedicated telephone network managed
by the State to provide low cost long distance services to public entities. It. is
separate from the inmate telephone system and is not part of this RFP.
34.
At DOC 450.200 and DOC450.21 0, what system features are currently used to support
these directives, including any audits or documentation required?
34A. The system that is currently in place has no features built into it to provide
support to these directives. All of the support comes directly from the vendor.
35.
Does WA DOC have a subscriber prepaid debitsolution implemented today? If so on
the call detail statistics provided in Section 2.1, please separate prepaid and debit
calling call statistics from general collect calling.
35A. DOC only has collect calls at this time.
36.
Is WA DOC provided with PIN and allowed call administrators as part of the service
today? If so, please provide number of administrators, locations, hours of work, etc.;
will WA DOC provide necessary work environment (e.g. phone, workspace, etc) if they
.
are desired to be on a WA DOC site?
36A. Currently one IPIN administrator is provided by the Vendor. No workspace or
equipmentis provided by the DOC. DOC has no information on hours of work.
37.
Can WA DOC please provide a site by site list that includes:
•
•
•
•
•
•
•
•
37A.
Address
General telephone number (for circuit pricing purposes)
Number of system workstations
Number of offender/inmate phones
Number of TOO units
Number of phone enclosures
Total calls completed during the past 12 months
Total minutes of the calls completed during the past 12 months
Location name, physical address & phone information.
*Airway Heights Correction Center
(AHCC)
11919 W. Sprague Avenue
P.O. Box 1899
Airway Heights, WA 99001-1899
509.244.6700
134 phones
14 attorney phones
3 workstations
Ahtanum View Correctional Complex
(AVCC)
Work Release Center
2011 S. 64th Avenue
Yakima, WA 98903
509.573.6300
5 phones
Bishop Lewis Work Release
703 8th Avenue
Seattle, WA 98104
206.464.7000
10 phones
Brownstone Work Release
223 S. Browne Street
Spokane, WA 99201-3617
509.363.8109
9 phones
**Cedar Creek Correction Center (CCCC)
1 Bordeaux Road
P.O. Box 37
Littlerock, WA 98556
360.753.7278
87 phones
1 workstation
Ahtanum View Correctional Complex
(AVCC)
Assisted Living Facility
2009 S. 64th Avenue
Yakima, WA 98903
509.573.6300
15 phones
Eleanor Chase House Work Release
W 427 7th Avenue
Spokane, WA· 99204-2611
509.227.7008
6 phones
Bellingham Work Release
1127 N. Garden Street
Bellingham, WA 98225-5039 .
360.676.2150
3 phones
Helen B Ratcliff House Work Release
1531 13th Avenue S.
Seattle, WA 98144
206.720.3005
6 phones
Lincoln Park Work Release
3706 S. Yakima
Tacoma, WA 98408
253.471.4548
3 phones
Peninsula Work Release
1340 Lloyd Parkway
Port Orchard 98366
360.895.6158
5 phones
Longview Work Release
1821 1st Avenue
Longview, WA 98632
360.577.2211
6 phones
Progress House WTR
5601 6th Avenue
Tacoma, WA 98406
253.593.2844
10 phones
Madison Inn Work Release
102 21st Avenue East
Seattle, WA 98112
260.720.3013
3 phones
RAP House WTR
3704 S. Yakima
Tacoma, WA 98408
253.471.4546
3 phones
*Monroe Correctional Complex
16700 177th Avenue SE
Monroe, WA 98272-0777
360.794.2600
139 phones
10 attorney phones
4 workstations
Reynolds WTR
410 4th Avenue
Seattle, WA 98104
206.464.6320
10 phones
**Mission Creek Correctional Center for
Women
3420 NE Sand Hill Rd
Belfair, WA 98528
360.277.2400
1 workstations
*McNeil Island Correction Center (MICC)
1403 Commercial Street
Steilacoom, WA 98388-0900
235.512.6600
108 phones
12 attorney phones
3 workstations
Olympia Work Release
1800 11th AvenueSW·
Olympia, WA 98504-1140
360.586.2731
4 phones
*Stafford Creek Correction Center (SCCC)
191 Constantine Way
Aberdeen, WA ·98520
360.537.1800
127 phones
14 attorney phones
4 workstations
*Washington Correction Center (WCC)
W 2321 Dayton Airport Road
Shelton, WA 98584
360.426.4433
132 phones
12. attorney phones
4 workstations
***DOC Headquarters
410 W·5 th St.
Olympia, WA 98504
360.753.2501
3 Workstations for monitoring and
downloading only.
*Washington State Penitentiary (WSP)
1313 N. 13th Avenue
Walla Walla, WA 99362-1065
509.525.3610
140 phones
14 attorney phones
4 workstations
*Clallam Bay Correction Center (CBCC)
1830 Eagle Crest Way
Clallam Bay, WA 98326-9723
360.963.2000
87 phones
5 attorney phone
4 workstations
*Coyote Ridge Correction Center (CRCC)
1301 N Ephrata
P.O. Box 769
Connell, WA 99326-0769
509.543.5810
28 phones
2 attorney phones
2 workstation
**Larch Correction Center (LCC)
.15314 N.E. Dole Valley Road
, Yacolt, WA 98675-9531
360.260.6300
35 phones
1 workstation
**Olympic Correction Center (DC C)
11235 Hoh Mainline
Forks, WA 98331-9492
360.374.6181
22 phones
1 workstation
**Pine Lodge Correctional Center for
Women
751 S. Pine Street
Medical Lake, WA 99022-0300
509.299.2300
31 phones
1 workstation
*Washington Correction Center for
Women (WCCW)
9601 Bujacich Road NW
Gig Harbor, WA 99335-0017
253.858.4200
88 phones
12 attorney phones
3 attorney phones
*Designates facility currently has inmate
telephone recording system.
**Designatesrequiring inmate recording
system; Will require attorney phones.
*** Workstations for monitoring and
downloading a recording to a CD.
Data for the total number of calls and the total minutes will be provided as soon as it is
available.
For the number of TOO units please refer to question #24. DOC owns no TOO units.
The number of phone enclosures is equal to the number of attorney phones.
38.
Other than at the facilities, are there any additional system workstations required to be
installed (i.e. headquarters, other non-facility location)?
38A. As part of the system networking, three workstations will be required for
Headquarters Investigators.
39. Are all phones located at each facility and covered under this contract to be
offender/inmate phones, or are payphones located at some facilities? If payphones are
located at a facility, what rates are currently charged, are the phone calls recorded and
stored, and please include the number of payphone is the site-by-site information above.
39A. All inmate phones located at each facility will be covered under this contract.
Any pay phones that are accessible to the public should be covered by the tariffs
approved by the Washington State Utilities and Transportation Commission.
40. Does WA DOC require that the vendor provide the attorney phones and any associate
phone lines? If so, please include the number of attorney phones at each facility with the
site-by-site detail requested above.
40A. Yes. See question #37.
41.
Does WA DOC require manual cut-off switches for phones, or is Offender Telephone
system cut-off features allowed as the only solution? If manual cut-off switches, are
the cut-off switches owned by WA DOC or the current vendor?
41A. Manual cut-off switches are not required as long as the ability to cut off any or all
phones in a unit or institution exists within the system. DOC does not own any
switches.
42.
Does WA DOC require recording at "off hook" or at time of call accept~nce by the
called party? If off-hook, can WA DOC please provide a total number of call attempts
made during the past 12 months?
42A. "Off Hook" is a nice feature but not a requirement. That call information is not
currently available.
43..
Can WA DOC please provide the current rates chargeq to the called party for collect
calling; and prepaid and debit, if applicable?
43A.. DOC currently has only collect calls.
Carrier Call Type
First
Minute
$ 5.01
AT&T
Intra-State (Lata to
Lata)
Inter-State
$
AT&T
Qwest
Qwest
Local
Local
Intra-Lata
$
$
$
Qwest
Intra-Lata
AT&T
$
,
Verizon Local
Verizon Intra-Lata
$
$
Verizon Intra-Lata
$
Ea. Add'i
Comments
Minute
$ Rate is the same for both inter-LATA and
0.59 intra-LATA
5.31
$
0.89
Flat rate
2.00
2.00
Flat rate
2.67
$ day time
0.16
2.61
$ evening, night; weekends
0.10
2.00
Flat rate
$ peak time
2.00
0.20
$ off-peak, weekends and holidays
2.00
0.20
AT&T 1st minute charge breakdown:
Intra-State: access fee $3.95 + per min. $0.59 + payphone usage charge $0.47 = $5.01
Inter-State: access fee $3.95 + per min. $0.89 + payphone usage charge $0.47 $5.31
=
44.
Can WA DOC please provide the current commission rate received under its existing
Offender Telephone System contract?
44A. The commission ranges from 27% to 45% depending on the local exchange
company (LEC) involved.
45.
45A
At Section 2.1, does WA DOC currently allow calling to countries outside of the United
States (international calling)? If so, does WA DOC currently get commissions from
international calling and can WA DOC please provide information relating to these
countries and associated 12 month call detail statistics? Will these calls be collect, or
only prepaid/debit?
Yes. See question 37 above.
46. At Section 2.1, the call detail statistics provided are from 2003. Can WA DOC pl~ase
provide the most recent 12 months of call detail (total number of calls, total number of
minutes) broken down by local, intralata-intrastate, interlata-intrastate, and interstate?
Also see debit and prepaid calling question below.
46A. See above. (Note: Data is for 7/1/04 - 6/30/05)
AGREEMENT NOT TO DISSEMINATE
We understand that the documents that We are reviewing are provide~ as
part of the Request for Proposals #6446 process and not under Chapter 42.17
RCW, Public Disclosure.
We further understand that the process involving the debriefing is a
separate, one time process, made available to vendors only, who have submitted
proposals and requested debriefings as part of the RFP process.
Finally, we agree to not further disseminate any documents made
available for our review or inspection as part of this process.
Signature (Vendor)
Date
,Request'
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TO OUR CURRENT AND
PROSPECTIVE CUSTOMERS:
I
would like to take this opportunity to introduce you to FSH Communications. We are a premiere
provider of public communications systems serving the general commercial and correctional
facilities markets. At a time when many major communications providers are reevaluating the
strategic fit of directly serving tlle pay phone marketplace, FSH Communications recognizes that
there is still a segment of the market needing away-from-home communications not served by other
communications products. For that reason, we have chosen to focus on serving both businesses and
correctional facilities in need of pay phones and related public· communications products that
provide an affordable and reliable means of away-from
and operational processes are not. In May, 2004, FSH
FSH Communications
is committed to the
public communications
Communications acquired tlle Public Access Solutions
market.
home communications.
WIllie the name, FSH Communications, may be
new to the marketplace, rest assured that our people
division of Qwest, bringing a 100-year heritage of
serving the needs of public communications customers to the forefront of our business. If it seems that many
of the faces are familiar, it's because they are. The continuing service of many of our Account Executives,
Technicians and Customer Service Representatives enables us to provide seamless quality service to every
customer we serve. In addition, the senior management team of FSH brings extensive experience in the
telecommunications industry, as well as direct management of Qwest and sirnilaJ." pay phone operations.
Together, we are focused on meeting and exceeding customer expectations.
FSH is committed to this market and is focused on providing reliable, quality services with flexibility in its
offerings to meet the unique business needs of each of its customer segments. We welcome the opportunity
to serve your public commwllcations needs--;today and in tlle future.
Don Goens
President
FSH Communications
www.fshcommunications.com
FSH COMMUNICATIONS
SECURED CALLING SOLUTIONS
Specialists in telephone services
for correctional facilities
I
n the security-conscious environment of a· corre.ctiOnalfacility, maintaining
complete control is job number one. You run a tight ship. Your systems and
processes are carefully planned and meth~dically implemented: 0r;e brea]cdown
. .
could lead to chaos.
Through many years of experience contracting and consulting with the largest counties and
Department of Corrections facilities, FSH Communications has developed a Secured Calling
Solution that comprehensively addresses the needs of your facility. From unprecedented
control of inmate communications to unparalleled service and reliability, our Secured Calling
Solution delivers a standard of total support unmatched in the industry. We malce inmate
communications our priority, allowing your team to focus on issues more iinportant to you.
Building on the foundation of a flexible and feature-rich technology platform, the FSH Secured Calling
Solution provides one source for all your llunate communications needs:
• Professional, single point of contact acco~t
management
• Dedicated inmate support team
• Expert industry consultation
• Competitiv.e and timely commissions
• Financial and usage auditing
• Provision of local, intraLATA and long distance
• Tough telephone construction
• Available assistance for speech- and hearingimpaired inmates
• Around the clock support for ailyour critical
service needs
• Responsive, skilled installation and maintenance
technicians
calling
The FSH Secured Calling Solution is not complete without the personalized support
of an experienced, professional Account Executive to help you manage your inmate
. communications solution. Whether you have questions about a.systemfeature, need help
with your commission summary or want to add phones to a new section of the facility;
your Account Executive will be there to serve your needs.
Call your FSH Secured Calling Solution Specialist
today at (877) 579-9544.
COMMISSIONS
Inmate populations are on the rise, and so is the cost of running a secure correctional facility. Is your budget
keeping pace? FSH inmate phones can provide your institution with a much-needed revenue opportunity
that's paid fully and faithfully on a mutually agreed-upon payment schedule. No hidden deductions or
subtractions-just a straightforward, easy-to-calculate commission structure you can count on.
Telephone calls from FSH inmate phones may be made "collect,"
"prepaid" or "debit." For every completed call placed from an inmate
phone in your facility, FSH can return a portion of the revenue earned
from that call to you in the form of monthly commission payments.
COMMISSION STRUCTURE
With many providers, what appears to be a high commission rate that promises big returns can quickly get
eaten away by concealed adjustments and off-the-top deductions. Not so with FSH. Our competitive and
clearly-defined commission structure doesn't leave you searching the
contract'~
fine print to understand
your commission.payment. What we promise is what we pay.
FAIR AND EQUITABLE CALL PRICING
FSH has agenuine concern regarding the price we charge for our calls. Our commitment to fairness in pricing
isreflected in our operator services offering.FSH shives to ensure that those who accept calls from inmate.
institutions arepayingfor those calls at the lowest possible price.
PROMPT PAYMENTS
You can depend on FSH to provide a complete summary of your inmate phoneactivltyforeachbillingperi6d~ ...
.
m~tually
.
COmmiSsu.i:on~is~p~aJ.:··:d'~I~"ig:h:t~o:n~tJ.m:" _-------------:e,~.
Our dearly-defined and
agreed upon
month after month, with a detailed summary of
•
u,sageby ANI for your facility.
PEAK RELIABILITY
When costs are rising and funding is limited, it's.
good to have a revenue source you can count on.
~;
It's also importantto have a supplieryou can count
. on to keep your system running in peak condition ...
.
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For competitive, consistent commissions and world
'llI>,,:i!iI"'
class service,look no fui"ther than FSH.
iJiil;,,~
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SECURE CALL CONTROL
One of the great challenges for any correctional facility is to provide legitimate calling privileges without
giving inmates the opportunity to abuse those privileges. FSH's feature-rich technology solution answers that
-challenge by delivering restricted access to the outside world. The FSH Secured
Calling Solution is resistant to illegal manipulation by quick disconnects,
operator intercepts, PIN irregularities or any other attempts at deception. We
tal<e great pride in offering you the latest in fraud control available anywhere.
Utilizing digital technology and patented innovations, FSH gives you the
security and control needed for successfully managing inmate communications.
The FSH Secured Calling Solution has among the
highest levels of fraud protection and control.
AUTOMATED OPERATOR
There's no fooling this operator. The synthesized voice leads inmate callers
through the steps of collect-call, prepaid or debit dialing, announcement of their
name, error prompts, verification and acceptance of charges. This process cannot be manipulated by the caller or
the recipient. All calls must go through the automated operator.
THREE-WAY CALL PREVENTION
FSH delivers Three-Way Call Prevention technology that automatically detects and disconnects attempts by an
outside party to engage a tbJee-way call. Inmate calls disconnected due to three-way call attempts are recorded.
on Call Detail Records, so the outside accomplice's number can be added to the inmate's "restricted" list.
-..
CALL BLOCKING
FSH can block access to virtually an unlimited number of ll-digit phone numbers or entire classes of
dialing from any inmate phone. Restricted numbers can be programmed into the system at il0 charge,
either by your system administrator or from a remote FSH location. Call blocking prevents harassing phone
calls to correctional facility employees, judges, lawyers, knowncrirninal associates and other individuals or
entities who wish notto be contacted by inmates.
PIN CONTROL FEATURES
Eachinmatemay optionally be assigned a Personal Identification NUJ;l1ber. This PIN is used to track individual
calls and rrllnimize fraud. Using PIN Control, each irnnate can be restricted to calling only approved numbers on
an inmate-specific list. Any PIN can be disabled at your command, revoking a specific inmate's phone privileges.
RECORDING/MONITORING
The FSH Secured Calling Solution allows you to monitor and record inmate calls USlllg an integrated
digital recording platform. Whether yoti need selective or comprehensive recording, the recording module
supports a range of recording features, as well-as online access to recordil1gs on integrated hard drives.
INFORMATION TRACKING
Telephone calls-lilce visitations and postal deliveries-are one of an inmate's few links to the outside world, a
linlc that must be monitored and controlled to prevent abuse and maintain security. The FSH Secured Calling
Solution enables you to maintain tight control over the flow of information into and out of your facility with
an on-site or remote central processing computer. This computer organizes, evaluates and maintains system
functions, PIN controls and information collected from inmate calling patterns. Call records are stored in an
independent memory unit that cannot be affected by loss of power, safeguarding the integrity of your database.
AB an optional service, FSH can provide a professional administrator to manage the operation of your system.
With the power of the FSH information tracking system,
inmate callers have no choice but to play by your rules.
CALL DETAIL RECORDS
Whatcalls are being made, when, to whom and how often? Detailed knowledge of inmate calling patterns
is vital to a secure phone system. FSH Call Detail Records log the time, date, inmate telephone nu,mber and
location, number reached and duration of each call. The information gained through Call Detail Records
can reveal significant calling patterns that will help you prevent phone system abuse before it gets started.
CALL TIMING
To enforce rules and prevent a few individuals from
monopolizing the phones, FSH Call Timing places an
automatic time limit on each call. Call duration limits are
set at the discretion of the facility and are easily changed.
TIME OF DAY ON/OFF
You may want to restrict inmate, calling to the outside at
certain times of day or night. Using Time of Day Oil/Off,
you can deactivate and restore the inmate phone service at
your discretion.
CALL RECORDING
When investlgative requirements drive the need for inmate
call recording, FSH's information systems provide a secure
'and flexible means of reviewing pertinent calls. Passworciprotected access ensures that only investigators with it need
to know can analyze recorded conversations. Key files can be
selected and downloaded to an altemate storage media for
support oflegal proceedings.
OPTIONAL FEATURES
The FSH Secured Calling Solution is more than a phone for inmates: it's an integrated system
of security controls, information tracking and high-end management features, all at your
command. A host of value-added applications that expand your authOlity are also available
based on the unique needs of your facility. These include:
• Biometric Monitoring Systems
• Prepaid Calling
• Multi-Site Networking
• Remote Workstations
• Key Word Search
• Repair Advisory Service
BIOMETRIC MONITORING SYSTEMS
The FSH Secured Calling Solution incorporates use of industry-leading subcontractors focused on the
development and provisioning of the latest corrections communications applications and technology,
including the ever-changing world of Biometric Monitoring Systems. With these systems, FSH can keep
your facility on the cutting edge of biometric monitoring technology.
MULTI-SITE NETWORKING
FSH networking capabilities enable you to administer multiple correctional facilities more easily and
efficiently from a single location.
KEY WORD SEARCH
Key Word Search provides an enhanced means of reviewing call recording information to assist in
investigative efforts. Using the Key Word Search feature, previously recorded calls can be searched for
presence of key words and individual, records can be marked for a more detailed review.
PREPAID, CAl,..LING
Prepaid cards offer the inmate an alternative way of plating a call that is generally less expensive than
placing a collect call. Given limited industry supportfor international collect calling, prepaid cards may
also be used by facilities to address high demand for international calling. These cards come in a variety of
denominations and can be sold via the commissary:,
REMOTE WORKSTATIONS
Remote workstations enhance the flexibility of our inmate telephone system by enablingkey administrators
and investigators to access the system database fromtheir desks.
REPAIR ADVISORY SERVICE
In certain circumstances, facility staff time spent on minor repair issues may be greatly reduced tln·ough use of
tlle FSH Repair Advisory Service. Access to a toll freenuniber and an automated voice mail system is provided to
inmates for reporting of minor repair or calling pro blems. No live operators are involved in the complaint process
and all calls are logged. Issue resolution is handled bytlle FSH Inmate Service Center quicldyand efficiently.
EXPERIENCE &
RELIABILITY
The FSH Secured Calling Solution delivers service and technology .
on your terms, with quick connections, dear signals and tough,
tamper-resistant phones that stand up to abuse. Our scalable and
feature-rich technology platform is designed with your availability
requirements in mind. Remote monitoring and diagnostic
procedures help to troubleshoot and resolve problems before
they become a service issue. Proactive maintenance ensures that
complaints are lcept to a minimum, freeing you to focus on other,
more pressing issues. Combined with our commitment to delivering
the best value for your facilities, FSH offers a complete inmate
communications solution you can trust.
Call your FSH Secured Calling Solution Specialist
today at (877) 579"-9544,
or visit www.fshcommunicationsocom
for more information.
.
. . '
.
Wa-shJh'9 ton State
DEI'AI1TIIENT
OF CORRECTIONS
Request for Proposals
CRFP6446
State of Washington Department of Corrections
Offender Telephone System
And Recording / Monitoring
Exhibit G
Responsiveness Checklist.
Respectfully Submitted October 3, 2005 By:
.
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Commu;Alcatlo>ns
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,
Joa11na
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.
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Sissons) Account Executive
1600 7th Avenue, Room 2604 • Seattle, Washington 98191
,..~
The information contained in this proposal is proprietary in nature and should be disclosed only to those individuals
within the State of Washington who have a need to know or those who have made a request pursuant to Chapter 42.17
RCW. This proprietary information should not be disclosed without the prior consent ofFSH Communications.
, State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
EXBIHITG - RESPONSIVENESS CHECKLIST
Exhibit G
RESPONSIVENESS CBECKLIST
CRFP6446
Submitted by:
F
Proposal submitted by or before 4:00 PM on October 3, 2005.
Proposals submitted in five parts to include the following sections:
Submittal letter and envelope - 1 copy (See Subsection 4.3.1)
4.3.2 Certifications and Assurances, Exhi~it A
Implementation Plan - 4 copies (See Subsection 2.2.2)
Technical Proposal- 4 copies (See Subsection 4.4)
Demonstration Video (See Subsection 5.1.10.)
Qualifications Proposal- 4 copies (See Subsection 4.5)
Cost Proposal - 4 copies (See Subsection 4.6)
Five (5) Vendor references included (See Subsection 6.7.1.1)
NOTE: "Yes" Answers must be given in each element for the proposal to be considered responsive.
October 3, 2005
Page 2 of 2
TABLE OF CONTENTS
. CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TABLE OF CONTENTS
TABLE OF CONTENTS
I.
Submittal Proposal
II.
Implementation Proposal
III.
Technical Proposal
IV.
Qualifications Proposal
v.
Cost Proposal
"---.- .
OCtober 3, 2005
Page 1 of 1
Submittal Proposal
. i ~
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... "
.
Washington State
DEI'AJrrtIEN'T
OF· f~OBIECTIIONS
Request for Proposals
CRFP6446
State of Washington Department of Corrections
Offender Telephone System
And Recording / Monitoring
SUBMITTAL ENVELOPE
Respectfully Submitted October 3, 2005 By:
-Joan-na Sissons A-cco-unt Executive-·--- - - _.. -..
.
J
1600 7th Avenue, Room 2604 • Seattle, Washington 98191
The infomlation contained in this proposal is proprietary in nature and should be disclosed only to those individuals within
the State of Washington who have a need to know or those who have made a request pursuant to Chapter 42.17 RCW. This
proprietary infonnation should not be disclosed without the prior consent of FSH COl1Ul1Unications.
State of Washington Department of Corrections
CRFPl?446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
-
==
LETTER OF SUBMITTAL
/
October 3, 2005
Page 2 of8
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
October 3, 2005
Kay Wilson-Kirby
State of Washington Department of Corrections
Contracts and Legal Affairs
P.O. Box 41114
Olympia, Washington 98594.c1114
Dear Ms. Wilson-Kirby:
FSH Communications' is pleased to submit its response to the State of Washington Department of
Corrections for the Request for Proposal (RFP) for Inmate Telephone System and Recording and
Monitoring CRFP6446. FSH would like to thallk the State for the opportunity to submit a
comprehensive solution for the provisioning of inmate telephone equipment, secure recording and
monitoring solutions, and local and long distance telephone services.
In addition to this Letter of Submittal, FSH has included the following Materials and Endosures being
forwarded collectively in our RFP response:
Exhibit A - Certifications and Assurances, submitted with the Letter of Submittal (one copy).
Implementation Plan, pursuaJ.1.t to the requirements listed in section 2.2.2 (four copies).
Technical Proposal, containing FSH responses to the questions aJ.1d requests for information which
appear in Section 5 of the RFP, including a Demonstration Video as specified in Section 5.1.10
(four copies).
Qualifications Proposal, containing FSH responses to the questions and requests for u1formation
which appear in Section 6 of the RFP, including vendor references as specified in Section
6.7.1.1 (four copies).
Cost Proposal, contau1.ll1.g FSH responses to the questions aJ.1.d requests for u1formation which
appear in Section 7 of the RFP and the completed Phone Cost Form (Exhibit E) (four copies).
FSH acknowledges receipt of the RFP aJ.1.d its related documents, u1cludu1.g Questions aJ.1.d Answers,
State Fiscal Year 2005 Call Data aJ.1.d New Exhibits.
FSH certifies that all maJ.1datory requirements set forth in the RFP have been met or exceeded. FSH
also acknowledges aJ.1.d agrees to all of the rights of the Department u1.cluding the procurement rules
aJ.1d procedures, terms and conditions, aJ.1d all other rights aJ.1d terms specified in the RFP.
FSH, upon award, will enter U1tO aJ.l. agreement with the Department which u1clude the terms aJ.1d
conditions of the contract u1cluded in Exhibit B of the RFP. We do have one request, however, for the
Department to consider: FSH would like to propose alternate laJ.1.guage in Exhibit B, General Terms
October 3,2005
Page 3 of 8
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
and Conditions; specifically in sections 24.1 Termination for Default and 24.2 Termination for
Convenience. We would propose adding a cure period and eliminatill.g the termination for
convenience. FSH absolutely appreciates the State's requirement to manage its vendors, all.d
completely supports contract termination should we default in ally category; however we respectfully
request a cure period to remedy the situation unless it is due to a gross or willful negative action or
inaction on our part. We feel that termination for convenience does not provide adequate protection
of the investment we will be making upon award. We respectfully request that we be able to recoup
the significant investment and not be displaced without cause.
FSH's close involvement with the Washington DOC staff and inmate facilities for many years
provides us with the ability to understand the unique requirements of the entire DOC inmate
telephone account. We are confident in our ability to manage the DOC project and appreciate the
opportunity to submit our response to the State's RFP. Our proposal; as submitted, will remain in full
force and effect for a minimum of 180 days from the proposal due date ..
OUR PLEDGE
FSH will provide the definitive inmate telephone system solution with emphasis on providing
premier technology, service and support that will grow and challge as the needs of the WADOC do .
over the term of the contract. Our solution will be effortlessly managed, easy to use and understand,
easily modified and overall simply the best choice!
OUR TEAM
To create the ultimate service offering for Washington State's Department of Corrections (WADOC),
FSH has enlisted the professional services of two organizations which will compliment our vision and
goals for the State. FSH is comprised of industry veterans who have a strong belief and track record
in serving its client~, providing superior service alld solgtions. Many of our team members were
formerly with Qwest Public Access Solutions (the public alld inmate services division of Qwest) prior
to its asset sale to FSH Communications and th~ state will enjoy the continued working relationship
witll our team if selected as the awardee. We provide public and inmate telephone solutions, have
strong proven leadership, local service and support teams, and are contirlUously expanding our
product portfolio and vendor relations to ensure superior solutions are available to our customers.
We have chosen Value Added Communications as our inmate telephone call control system
subcontractor. Our s~ong relationship with VAC has been develop~d over time and through
working together on many similar projects, developing trust in each COmpallY's work ethic al1d ability
to put our customer first. FSH finds this trust and teamwork invaluable for assuring quality
equipment alld service to our customer's alld for meeting commitments alld timelines associated with
large projects such as WADOC's.
GTL (formerly AT&T Inmate Service Orgaluzation) is chosen to provide long distance to all locations
and will continue to service their existing sites as a FSH subcontractor. GTL has experience in
working with the DOC and provides a sh'ong, knowledgeable presence in supporting their existing
sites.
October 3, 2005
Page 4 of 8
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
-
==
FSH will lead the team as the single point of contact for the State and will continue its hands-on
management of not only our existing sites, but the entire W ADOC account. Our selection will allow
for all DOC inmate and attorney telephones to remain in place. This will alleviate the necessity to
encumber prison personnel with the responsibility of scheduling escorts for telephone technician's
entry into each and every site for phone change out. Only the recording and monitoring equipment
will be transitioned, allowing the State to quickly and efficiently begin using the new technology to
increase its own productivity and security management!
OUR PLAN
•
Single point of contact - Joanna Sissons, Account Executive - Corrections
•
Robust, secure, flexible and easy-to-use system
•
24 / 7 / 365 Support
•
Local experienced service technicians
•
Up front gtlaranteed commission of $5.1 million dollars.
•
Premier Service I Equipment / Platform Vendors Communications
•
Transition Excellence - Full team of experienced personnel, including a dedicated project
manager
•
One repair number for all sites
•
Multiple Call Cost Options
•
Solution-Oriented Partnership
•
Inmate Complairit Service
•
Wide Area Network to include 15 sites and headquarters
•
Pin Interface Management, Debit/Prepay/Allowed Call list management
FSH, GTL and Value Added
• And much more!
If there are any questions, please don't hesitate to contact me at 602-630-6070 or via email at
steven.loggans@qwest.com. You may also contact Joanna Sissons, the Washington Department of
Corrections assigned single point-of-contact at 800-275-0616 or her mobile number at 425- 422-3660.
Respectfully,
~~~
Steven Lo ggans
Vice President / General Manager
FSH Communications
2424 West Camelback Road
Phoenix, Arizona 85015
October 3, 2005
Page 5 of 8
State of Washington Department of Corrections
-
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
=-
CERTIFICATIONS AND ASSURANCES
October 3, 2005
Page 6 of 8
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
EXHIBIT A
CERTIFICATIONS AND ASSURANCES
I/we make the following certifications and assurances as a required element of the proposal to which it is
attached, understanding that the tmthfulness of the facts affmned here and the continuing compliance with
these requirements are conditions precedent to the award or continuation of the related contract(s):
The prices andlor data have been detennined independently, without consultation, communication, or
agreement with others for the purpose of restricting competition. However, Ilwe l~ay freely join with other
persons or organizations for the purpose of presenting a single proposal.
The attached proposal is a firm offer for a period of 180 days following receipt an'd may be accepted by the
Department without further negotiation (except where obviously required by lack of certainty in key tenns) at
any time within the 180 day period.
In preparing this proposal, Vwe have not been assisted by any current or fonner employee of the state of
Washington whose duties relate (or did relate) to this proposal, or prospective contract, and who was assisting in
other than his or her official, public capacity. Neither does such a person nor any member of his or her
immediate family have any financial interest in the outcome of this proposal.. (Any exceptions to these
assurances are described in full detail on a separate page and attached to this document.)
Vwe understand that the Department of Corrections will not reimburse melus for any costs incurred in the
preparation of this proposal. All proposals or bids become the property of the Department and Vwe claim no
'proprietary right to the ideas, writings, items, or samples.
Vwe understand that, in connection with this acquisition:
The proposals will be evaluated and scored using the call data provided in this RFP only.
The rate data and prices that have been submitted are accurate and complete.
Unless otherwise required by law, the prices and/or rate data that have been submitted have not been knowingly
disclosed by the vendor and will not knowingly be disclosed by him/her directly or indirectly to any other
vendor or to any competitor prior to contract award.
No attempt has been made or will be made by the vendor to induce any othel; person or fmn to submit or not
to submit a proposal for the purpose of restricting competition.
The vendor certifies that it is not debarred, suspended, or otherwise excluded from or ineligible for
participation in Federal Assistance programs under Executive Order 12579 "Debannent and Suspension."
This proposal is subject to disclosure as a public record under Chapter 42.17 RCW.
The vendor agrees to comply with the Americans with Disabilities Act (ADA).
The vendor grants pennission to the Department ~o contact all references provided in the vendor's proposal, or
identified in Section 6.7.1.1 of the RFP and understands that the Department may choose to only contact some
of them as part of the evaluation process.
October 3,2005
Page 7 of 8
State of Washington Department of Corrections
-
-
CRFP6446 - Offender Telephone System, Recording, Monitoring
SUBMITTAL ENVELOPE
"W"'
I1we understand that any contract awarded as a result ofthis RFP will incorporate General Tenns and
Conditions substantially similar to those attached as Exhibit B. I1we certify that I/we will comply with these or
substantially similar General Tenns and Conditions if selected as the Apparently Successful Vendor.
I1we acknowledge that the Department has the right to cancel the RFP for any reason, at any time,
without penalty to the Department or the state of Washington.
I1we understand that exhaustion of the protest procedures set forth in tllis RFP is a prerequisite to filing suit. It is
further understood and agreed that any lawsuit resulting from the RFP must be filed in Thurston County of the
state of Washington.
I certify that I am the Vice President and General Manager ofFSH Communications, LLC and am authorized
to enter into a contractual relationship on behalf of my organization. The infonnation submitted with this
proposal is accurate and true to the best of my knowledge.
Steven Loggans
Written Signature
Typed Signature
Vice President / General Mana2:er
October 3. 2005
Title
Date
FSH Communications. LLC
Company Name
October 3, 2005
Page 8 of 8
Implementation Proposal
-
... .......
-.--------- . _ - - - - - - -
W,Clshi:ngto'n State
:DEPAllffIIENT
OF fjORREC:TIONS
Request for Proposals
CRFP6446
State of Washington Department of Corrections
Offender Telephone System
And Recording / Monitoring
INITIATION OF SERVICE
j
--
I
IMPLEMENTATION PLAN
Respectfully Submitted October 3, 200SBy:
FS
Joanna Sissons) Account Executive
\
1600 7th Avenue, Room 2604 • Seattle, Washington 98191
The information contained in this proposal is proprietary in nature and should be disclosed only to those individuals within
the State of Washulgton who have a need to 1mow or those who have made a request pursuant to Chapter 42.17 RCW. This
proprietary illfoll11ation should not be disclosed without the prior consent ofFSH Communications.
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
SERVICE & IMPLEMENTATION OVERVIE1N
FSH Communications, in partnership with our subcontractors Value-Added
Communications and GTL, are pleased to provide the State of Washington Deparhnent of
Corrections with the attached Implementation Plan. We acknowledge that should FSH and
the State enter into a written contract as a result of this RFP that we will begin providing
services no later than 120 days after execution of a written contract.
The attached plan includes descriptions of the necessary tasks and activities, and as.sociated
milestones, which will be met prior to the start of service.
It is important to note that any successful plan requires the input and cooperation of
Headquarters, the facilities, and State departments including but not limited to Information
Technology and Contracts and Legal Affairs. FSH will lead the team towards a successful
implementation of services that offer the necessary flexibility over the term to grow with the
Deparhnent's changing needs.
·._ ...
All installation, operation and maintenance of the offender phone system with monitoring
an.d recording capabilities will be in accordance with the Department's infrastructure policies
and procedures, as well as the requirements of the RFP.
FSH, and VAC have extensive experience transitioning large and small correctional facilities.
FSH ensures that the process proceeds in a timely and profeSSional manner with minimal
inh"usion to the day-to-day operations of WA DOC. FSH an.d VAC have installed many
imnate callin.g systems as a team. The expertise of both companies working together as a
team, has brought about flawless system change-out's each and every time. This type of
experience coupled with the knowledge of State expectations guarantees a successful
transition of inmate call control equipment. All telephones will remain in place unless there
is a need to add or delete phones in speCific areas. This will alleviate the disruption caused
. by the requirement to change-out all phones at each facility.
Typically the installation occurs after the phones have been turned off. This enables the
system to be up and rmming when the system is turned back on in the morning. There are
no lost revenues when this approach is used as imnates are normally not using the phones
during this time. It is important to note that successful system in.stallations have been
effectuated both during the day and in the evening.
In order to ensure that the actual installation timeframe is kept to a minimum at the faCility,
VAC works vigorously to identify everything that can be done before the system ships. The
, following actions are taken to reduce Installation time:
October 3, 2005
Page 2 of28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
1)
The racks are assembled - including all shelves, cabling, all_d Uninterrupted Power Supplies
(UPS) installed.
2)
All Operating Systems and VAC software are loaded on the system hardware and workstations.
3)
_ Coordination with the existing vendor and the facility is facilitated to obtain the Blocked Call
List, designated AttOl1ley numbers, special numbers such as Ombudsman or irimate snitch lines,
Inmate PINs, allowed call lists, global call control parameters and any other pertinent
inf?rmatioll for inclusion prior to shipment.
4)
Software is tested; lll.cluding SQL and ITS.
5)
All hardware -functioriality is thoroughly tested. Test calls are 111ade from the modem and
Remote Access Dialer (RAD) unit to ensure smooth inmate call processing.
6)
Manufacturing does the initial Quality Assurance.
7)
V AC' s Quality Assurance department does the flllal QA and compares the System Order Form
to the achlal manufachued System to ensure that all system configuration and operations
adhere to customer requirements.
8)
Finally the system is shipped for installation. To ensure a seamless lllstallation, VAC' s
installation team is an llltegral part of the manufachulllg and Quality Assurance process.
Installers are then thoroughly familiar with each system to be installed and the specific State
requirements before they even get on site.
Included in this section is
OU1~:
•
•
Implementation Plan
Page 4
Statement of Work template
Page 14-
•
•
•
•
•
Major Event Report template
Page 19
Repair I Maintenance Services
Page 21
Inmate Complaint System
Page 24
Trouble Ticket Flow Chart
Page 27
System Data Access Flow Chart
Page 28
-~--,.
October 3, 2005
Page 3 of28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
IMPLEMENTATION PLAN
The schedule of events for the successful offender telephone system implementation is
as follows, please note that the actual planning begins prior to written contract execution
and many tasks overlap during the 120 days. For timing purposes we will use Day 1 as
the Contract Execution Date:
Svmbol Kev
,~,
Timing of activity and/or Time ~() complere
y ~ Personnel Involved
~ Requires escort for entry into secured area
On-site escorts will be required for any portion of the installation that required tecbnicians to be in secured areas ofthe facility. FSH will
coordinate all efforts through facility personnel.
Phase I
Initial planning meeting will confirm RFP data:
"
• Name & physical address of each active and planned site.
Project
Definition
• Site Contact Name(s), Phone Numbers, Fax Numbers.
• Quantity of inmate phones for each site and planned expansion
information.
. j
(E)
Dav (-1} to (-30}
• List of any specialized equipment required (pedestals, special mounting
options, TDD phones, etc.)
~
RFP Award
• Time Schedule to include start & end dates, site priorities and special
requirements or limitations will be taken into consideration during this
process.
!!
State: Headquarters /
Facility Contact(s), IT,
FSH, V AC, GTL
,
• Traffic Data: Any information available regarding current call traffic by.
type (local, intraLATA, interLATA, interstate, International)
• Security Clearance - procedures and forms for site survey team and
installation team.
• Miscellaneous - Identification of known technical requirements,
applicable regulations, and administrative issues.
Meeting resZilts "Fill be provided in writing to all participants and others as
requested by the State. Document will be called Statement of 'Work (SOW)
vvhich vFill be considered a living document that outlines the details of the
system and implementation.
SOW tem~late is included at end of the
Phase II
Acquisition
October 3, 2005
Im~lementation Pro~osal.
.Equipment and services ordered, scheduled, prepared
and delivered to site(s) based on RFP specifications as
modified during Project Definition.
Page 4 of28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
(£)
Dav 1 - Dav 100
~
Contract Execution
!!
FSH, V AC, GTL
Phase III
Site Survey
(£)
~
FSH, V AC and GTL maintain strong relationships with a wide range of
telecommunications and equipment suppliers, sc:lecting only those that best
fit the specific needs of the corrections industry and this project.
This process is virtually transparent to the State and each
facility.
Inspection team will visit each site to confirm essential
installation information and ensure that all necessary
preparations are made for each site in ADVANCE of the
actual installation.
Dav 1 - Dav 60
RFPAward
! ! FSH, V AC, GTL
• IV
Phase
Phone
Instrument
Review
(£)
-
Day 90 - Day 110
~ 1O~20 Days prior to
The site survey will be conducted using the fonn shown at the end of this
section ofthe proposal- see Table 1.
(N ote: VAC will be responsible for identifying and testing existing cable
and providing replacements as needed. See Cable Requirements in Table 2
at the end of this section of the proposal.)
Determination during site· survey will be made as to
whether any phone equipment should be replaced prior
to activation the offender telephone system. If required,
installation or replacement will occur prior to circuit
installation.
FSH and GTL currently have inmate instruments in-place, this ph,ase will be
minimal, if required at all. Phone instruments, enclosures, backboards, and
wiring will be reviewed and replaced if necessary. All components will be
tested and replaced as required for reliable operation.
Circuit Installation
!! FSH, GTL
• V
Phase
PreInstallation
Preparation
(£)
Dav 90 - Day 120
October 3, 2005
Perform all preliIninary preparation tasks to minimize
complication at the time of cut-over:
• Extend analog lines (BIs) from demarcation point to phone equipment
room. (If this cannot be done prior to cut, leave directions for doing so for
installation team.)
• Locate or provide two clean, marked, cable pairs for eachTl.
• Mark punch-down blocks and identify each pair by phone ID and location.
(Cross reference all phones by cable pair)
Page 5 of28
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
IMPLEMENTATION PLAN
-=-
Typically requires two
(2) days per site
!!
FSH, V AC, GTL
•
• Test and repair as necessary all phones, jacks, and toggle switches
• Install two CATS cables from the phone equipment room to the proposed
workstation location and test.
• Measure cable from Main Distribution Frame (MDF) to existing phone
system and estimate distance from MDF to proposed placement of system.
If the existing cable will not be adequate, prepare another for use during
cut-over process.
• Prepare written documentation of above and leave a copy on site
for future reference by the facility, installation team, and
maintenance personnel.
Phase VI
Installation
and Cutover
(9 Dav 64 - Day
.._."
120
Typically requires three
to four (3 - 4) days per
site, two (2) days for
HQ
!!
FSH, V AC, GTL
•
System will be installed in the phone equipment room.
During this staging process, the system will undergo a
final, pre-cut test prior to connecting any phones to the
system.
.• Disconnect phone wiring between the Main Distribution Frame arrd,the
existing system for one block of phones (24) at a time.
• Each pair from that block is then p1lllched down on the block connecting
the MDF to the new System.
• This process will continue in blocks of 24 phones 1llltil all phones have
been connected to the new System. Only 24 phones will be interrupted at
one time. Estimated interruption per phone group is 15 minutes or less.
• Installation personnel will work with each facility to schedule the transfer
at a time of minimal impact on inmate calling (i.e. lunch or dinner) .
ANTICIPATED CUTOVER BY FACILITY
Airway Heights
ClalllU11 Bay
Cedar Creek
Coyote Ridge
Larch
McNeil Island
Olympic
Stafford Creek
Momoe Complex
Mission Creek
Washington Conection
Washington Conectional Ctr for Women
Washington State Penitentiary
Athanum View
Pine Lodge
Headquarters
October 3, 2005
DAYS
4
4
4
"
3
.:l
4
3
4
4
3
4
4
4
;)
"
3
2
Page 6 of28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
Phase VII
Final Test
Folloyving conversion to the new system, an extensive list
of test cans and call attempts will be placed by
Installation personnel to ensure proper configuration of
the systeln.
C9 Day 100 - Dav 120
Typically requires two
(2 - 4) hours per site
! ! FSH, V AC, GTL
•
Phase VITI
Training
C9 Dav 100 - Dav 120
Typically requires one
(l) day per site
(-
nVAC
•
Hands-on training will be provided by the Installation
team during the cut-over process and for one day
following system activation.
Tutorial material will be provided for each site.
Additional training or refresher training may be conducted on-site or
via remote methods as required by the site or Headquarters. An
extensive Help menu system is inherent to the System, which provides
step by step system functionality, for power users or those who may
require ongoing assistance.
Traditional trainin2 curriculum is desi2ned to cover these topics:
1. WORKSTATION ACCESS CONTROL
Overview
User ID Management
Security Level Access Management
User Alerts
II. SYSTEM ADMINISTRATION
Overview
Class of Service Maintenance
Living Unit Maintenance
Telephone Location Maintenance
Facility Telephone Number Control
Block List Administration
Telephone List Update
October 3, 2005
Page 7 of 28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
Enable/Disable Telephones
Account Overview
Add a New Imnate Account
Update Imnate Infonnation
Update Imnate Phone List
Transfer imnate between facilities
III. REPORTING AND INVESTIGATIVE FUNCTIONS
View Calls in Progress
Spy - Monitoring
SPY - Snitch Investigator Notification
General Reporting Capabilities
Defming Report Parameters
Save & Reprint Reports
Financial Reports
Maintenance Reports
Investigative Reports
Monthly Revenue Reports
Shadow Recording
"---" .
Sam Archive CD
IV. CALLING PROCESS
Placing a Call
Dialing Instructions
Direct Dialed Calls
Collect Calls
Local Calls
International Calls (as applicable)
Call Results Announcements (Successful, Blocked, and Tenninated
calls.)
V. MAINTENANCE / REP AIR / SERVICE REQUEST PROCESS
Overview
Inmate Complaint System
Maintenance Schedule, including bi-annual system upgrades
Repair Request Process
New Service Request Process
FSH Single Point-of-Contact, Who to Call for What
October 3, 2005
Page 8of28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
-
U
Table 1 - Site Survev
(Complete one form for each facility)
Shipping / Contact Information
Facility Name
Facility Physical Address
City, State, Zip Code
Facility Mailing Address (if different)
City, State, Zip Code
Contact Name/Title
Telephone
Fax
E-mail (if available)
Average Inmate Population
Does facility have multiple buildings with
inmate phones?
~
If yes, list buildings and distances. Check
for spare cable between buildings.
Multiple Facility Project?
If yes, how many facilities total?
'Existing System Information
ManufacturerlModel of Existing
Platfonn
W Oll(station in place? Quantity?
Number of Inmate Phones in Place
Inmate Phone Manufacturer/Model
Are PINs being used?
Enclosure/Backboard Type
Exiting Conduit/Risers
Existing to ggle switches (cut-offs)
Existing Lightning Protection
Existing AC Outlets
October 3, 2005
Page 9 of 28
''0'
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
==
Existing Circuit Information
Number of Phone Lines in Place
Line Info: Loop/GrOlmd TT/Rotary
Circuit ID
Local Carrier
Long Distance Carrier
PIC'd Carrier
Screening on Lines?
Modem Lines? (Qty. & Circuit Ids)
T-l? (Circuit ID)
7 or 10 digit local
N ew SiyS tem R eqUJremen ts
Inmate Phone Quantity & Location
(use floor plan or create diagram of
facility, existing phones and new
phones to be added)
PIN" feature?
Specific Allowed Call List for each
PIN?
What is the desired limit of calls/day
per inmate?
What is the desired call duration limit
in minutes?
,
;
Are there any hours during which the
system should be "disabled" for inmate
calling?
Allow inmates to hear call progression
prior to acceptance?
Activate 3-way'call detect?
If yes, disconnect, alann, or detect?
Desired number of workstations and
locations
Desired quantity and location of cutoff switches
Desired quantity and location of TDDs
October 3, 2005
,
Page 10 of28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
.... Mt*5 '
Environmental Information
Identify location and size of equipment
room for VAC System platform. (floor
space, rack space)
Identify location and desk space for
proposed workstations
Verify electrical power source for
installation and operation
Verify environmental factors for
operation
Verify presence of staging area
lO'xlO' for installation.
Verify desired location for frame relay
CPE (CSU/DSU, router, modems)
Verify secured storage area for
equipment arrival prior to installation
October 3, 2005
Page 11 of28
State of Washington Oepartment of Corrections
CRFP6446 - Offender Telephone System. Recording. Monitoring
IMPLEMENTATION PLAN
w
Table 2: Cable Requirements
Cable Type
Amount Required
Connector
24 gauge (25 pair)
1 pair per phone
Tenninates on System
with Amphenol plug
IDF
24 gauge (50 pair,
underground)
1 pair per phone
Tenninates on the MDF
& IDF with standard 66
blocks
Phones
24 gauge (4 pair)
1 pair per phone
Tenniilates on the
phone with RF -11 jacks
From / To
System
MDF
IDF
¢;>
¢;>
¢;>
MDF
System
¢;>
Workstation
CATS
2 pair ·per workstation
Tenniilates on the
Workstation with
Ethernet cable
connector
System
¢;>
CSU/DSU
Ethernet Cable
10/100BaseTX
1 per T-l
Terminates on the
System and the
CSU/DSU with an RJ48C connector
System ¢:!> Router
Ethernet Cable
1 perT-l
Terminates on the
System and the router
with an RF-48C
connector
System
Point
24 gauge (4 pair)
1 pair per Bl
Terminates on LEC
Demarcation point with
RJ-ll
24 gauge (4 pair)
I pair perBl
Tenniilates on the
phone with RJ-ll jack
¢;>
LEC Demarcation
Workstation Monitoring Phone
¢;> System
October 3, 2005
Page 12 of 28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
-
Table 3 - Final Test Checklist
(Complete one fonn for each facility)
Test Parameter
Results & Notes
Call Process - verify instructional
voice prompts
Call Process - verify language option
selection
Call Process - verify PIN acceptance
of valid PIN
Call Process - verify denial of invalid
PIN
,
Call Process - verify placement of
allowed local call
Call Process - verify denial of blocked
number call attempt
Call Process - verify placement of
allowed long distance call
Call Process - verify placement of
limited duration call
Call Process - verify placement of free
calls (if applicable)
Call Surveillance - verify recording
activation (if applicable)
Call Surveillance - verify that
privileged (attorney-client) calls are
not monitored or recorded
Call Reporting - velify repOliing by
generating reports on test calls and test call
attempts',
System Administration - Verify login for
system workstation(s)
October 3, 2005
Page 13 of28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
EXAMPLE
STATEMENT OF WORK
TEMPLATE ONLY - CONTENTS SUBJECT TO ACTUAL SITE! CUSTOMER REOUIREMENTS
STATE OF WASHINGTON DEPARTI\1ENT OF CORRECTIONS
Offender System Requirements
Document Number
100-3046-XXX
Revision 0.1
Month Date, 2005
Proprietary and Confidential Infonnation
October 3, 2005
Page 14 of28
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
IMPLEMENTATION PLAN
-
Table of Contents
1
Introduction
1.1
2
Purpose
General Requirements
2.1
Network Level Configuration
2.1.1
Facilities
2.1.1.1
2.1.1.2
Facility Branding Messages
2.1.1.3
Workstations
2.1.1.4
2.1.2
Equipment Locations
UPS
System Level Configuration
2.1.2.1
2.1.2.2
JMS Booking System Interface
2.1.2.3
V-PIN
2.1.2.4
Call Recording Storage
2.1.2.5
Call Recording Backup
2.1.2.6
Live Snitch
2.1.2.7
Allowed Call List & Management
2.1.2.8
Languages Supported
2.1.2.9
3-Way Call Detection
2.1.2.10
Call Blocking
2.1.2.11
2.1.3
Imnate PIN Calling
Reports
Site Level Engineering Requirements
2.1.3.1
2.1.3.2
Debit
2.1.3.3
V-Connect Prepay Calling
2.1.3.4
2.1.4
Collect Calling
Non-Pin Imllate Phones
User Requirements
2.1.4.1
WebBrowser System Access
2.1.4.2
One Icon access
2.1.4.3
Investigative Simple Search Feature
2.1.4.4
Workstation Access
October 3, 2005
Page 15 of28
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
IMPLEMENTATION PLAN
1
INTRODUCTlON
1.1
Purpose
The purpose of this document is to provide the functional requirements required for the State of .
Washington Departn1ent of Corrections (WADOC) to make the transition to the V AC Inmate
Telephone System (ITS). This document will address all the WADOC system specific requirements
for the installation and functional operation of the VAC system, network equipment, and V AC
services.
2
GENERAL REQUIREMENTS
2.1
Network Level Configuration
2.1.1
Facilities
The W ADOC Network will consist of the ..... .
2.1.1.1 Equipment Locations
The System will be located in the same room as the current System.
2.1.1.2 Facility Branding Messages
Each facility will have unique call branding in the introductory message.
2.1.1.3 Provided Workstations
FSH will provide XX user workstations.
2.1.1.4 UPS
The system power will be backed up via a IS-minute UPS located in the equipment frame.
2.1.2
System Level Configuration
2.1.2.1 Inmate PIN Calling
Inmate PIN calling will be supported. The PIN can be generated by the system or externally.
2.1.2.2 JMS Booking System Interface
The V AC "ITS Input" feature will provide the interface between Jail Management System and the
V AC System. The interface with the JMS system will elimmate the administration typically associated
with PIN based systems. The ITS Input specification 100-3085-008 will be made available to the
responsible JMS vendor for their implementation.
October 3, 2005
Page 16 of28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
Ite
•
2.1.2.3 V-PIN
The VAC V-PIN feature will provide speaker verification technology to insure that the inInate
attempting to place a call using a PIN is the inmate that initially registered his voice to the PIN.
2.1.2.4 Call Recording Storage
Inmate Call recordings will be available on-line for a period of .....
2.1.2.5 Call Recording Backup
The State can .....
2.1.2.6 Live Snitch
Live Snitch Remote Investigator notification will be provided. Live Snitch will automatically alert the
assigned investigator via phone if an imnate that is alerted or a phone number that is alerted is involved
in a call. When the investigator receives the call and is authenticated he will be allowed to terminate
the inmate conversation if he desires by using a key code on his phone.
2.1.2.7 Allowed Call List & Management
2.1.2.8 Languages Supported
Support for languages will be provided. The languages provided initially will be English and Spanish.
2.1.2.9 3-Way Call Detection
3-Way call detection will be provided.· It is recommended that 3-way call detection be initially
implemented in "report" mode and then VAC can tune the detection sensitivity to match the
enviromnent. After the detection sensitivity has been adjusted then it can be placed in "cut-off' mode
to prevent 3-way calls.
2.1.2.10 Call Blocking
Calls to particular numbers can be blocked by the administrators, VAC, or by the called party. The
called party can block calls by entering '7' on their phone when contacted by an inmate.
2.1.2.11 Reports
System users with the appropriate authorization will have access to Financial, Investigative, and
Maintenance reports.
2.1.3 Site Level Engllleering Requirements
2.1.3.1 Collect Calling
Standard outgoing Collect calling will be allowed for domestic calls.
October 3, 2005
Page 17 of28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
2.1.3.2 Debit
Inmates will be able to .... tllat will allow them to call domestic and international numbers.
2.1.3.3 V-Connect Prepay Calling
Families and friends that are denied from receiving collect calls will automatically be routed to a call
center that will allow them to establish a prepay account so they can start receiving calls nmnediately.
They will be provided one 60-second free call from the inmate to facilitate the call setup process. Cell
phones can also be supported if desired.
2.1.3.4 Non-Pin Inmate Phones
Imnate phones can be setup to require PIN dialing or not.
2.1.4
User Requirements
2.1.4.1 System Access
2.1.4.2 One Icon access
The user will be able to perform any system management or investigative task via access from a single
desktop icon.
2.1.4.3 Investigative Simple Search Feature
To facilitate the need to quickly fmd out information about a particular inmates calls, calls to a
particular number, or calls from a particular phone Investigators will have a "simple search" feature
that will allow them to:
1.
Enter an inmate PIN/rD, called number, or station ID,
2.
Select the desired date range (default = 'today')
3.
Click 'OK'
2.1.4.4 Workstation Access
October 3, 2005
Page 18of28
· State of Washington Oepartment of Corrections
-
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
MAJOR EVENT REPORT
As we know, no system or service is completely problem-free no matter the preventative steps taken.
However, shotlld a major event occur the State will receive complete and timely notification of the
situation, including what is involved, who is managing the situation, and when the situation will be
resolved. The document used to c01111mmicate with the State is called a Major Event Report which will
include the following components:
DATE
SUBJECT:
Major Event Report
TO:
FROM:
Overview ofMaior Event:
A failure in the processes responsible ..... .
Date of Event:
The actual process failed on 00/00/00 00:00am/pm and was resolved on 00/00/00 00:00am/pm
Sites Affected:
XXXX facility was the only site affected in this event
Impact of Major Event:
xx total calls were affected.
These calls break down as follows:
XX Call Attempts
XX Completed Calls
XX Type of Outcome
XX Type of Outcome
All calls were protected by 00/00/00 00:00am/pm site time
Major Event Description:
CUlTeut procedure ... ,.
Event description ....
Resolution .....
October 3, 2005
Page 19 of 28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
........ ~flHrm3
• • 111
Root Cause Analvsis:
Detail of Analysis / Action Taken ....
Path Forward Prevention:
While it is impossible to foresee all future issues, every step must be taken to prevent OCCUlTences such as this one. While
this event occurred we were able to quickly assess and remedy ..... .
In this regard, VAC has implemented the following:
1. XXXX .....
This has been implemented as of 00/00/00.
2. XXXX .....
This has been implemented as of 00/00/00.
3. XXXX .....
This has been implemented as of 00/00/00.
4.
XXXX .....
a. XXXX .... .
b. XXXX ... .
This has been implemented as of 00/00/00.
Legal Obligations (Contract Requirements)
Section XXXX
Contract verbiage exactly as written ..... .
FSH and VAC were infOlmed by XXXX personnel regarding XXXX at 00:00 a.m. site time on 00/00/00. Investigation and
troubleshooting initiated at that time. Problem was resolved at 00:00 a.m. site time on 00/00/00.
Contractual obligations regarding notification were adhered to.
Additional Safeguards
The V AC inmate call processing platform was designed with additional safeguards in the event of an issue like this one.
One ofthe steps utilized to prevent .....
SUMMARY:
The failure of an automated process, coupled with the lack of notification that the process had failed resulted in xxxxx.
The necessary steps, both automated and manual, have been implemented to address this problem in the future. VAC feels
secme that these steps will prevent this issue from reoccurring in the futme.
ATTACHMENTS
Includes. but is not limited to. Facilitv - Telephone Number detail: Trouble Tickets: Correspondence: Contract: etc.
October 3, 2005
Page 20 of28
State of Washington Oepartment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
...
REPAIR / MAINTENANCE SERVICES
FSH defInes Local Service as all services provided by the FSH Corrections Team in support of the State of
Washington Department of Corrections which is identified as Key Personnel (e.g. WashingtQn based Account
Executive, Technicians, Customer Service, Repair and Dispatch, etc.). FSH will be the single point of contact
and will be responsible for the State's 100% satisfaction.
RESPONSE TIME
Emergency service will be responded to within two (2) hours; and non-emergency service will be dispatched
within four (4) hours. FSH agrees to respond to repair requests from the State or its designated Agent by
arriving at the site promptly after reasonable notice has been given. TIns response will be provided 24 hours per
day, seven days a week, three hundred and sixty-five days per year.
There is also a system support group known as the TAC (Technical Assistance Center) which will provide
customer service/technical support twenty-four (24) hours a day, seven (7) days a week basis, three hundred and
sixty-fIve (365) days a year. Many svstem-related problems can be remotelv corrected from the TAe without
a field dispatch. FSH personnel have access to the system's Trouble Ticket tracking, and should trouble be
detected immediate action is taken by the remote service engineers who in most cases can repair or reboot the
system without the County's notice of a problem. If an on-site person is required, VAC TAC has the ability to
escalate trougle reports as well as dispatch technicians. V AC stlives to provide superior service level
agreements by dispatching repair personnel promptly after reasonable notice has been given.
The System is continuously monitored 24 hours a day by the Technical Assistance Center (TAC). An alert is
generated immediately if a problem occurs that could affect system or user functionality. The emphasis placed
on momtoring and maintenance is unparalle1 in the industry. In a recent studv V AC Svstem up time was
independentlv measured at 99.999% at the Federal Bureau of Prisons 104 networked sites.
DISPATCH / REPORTING OPTIONS
Requests for repair or service may be made via email (PAS.Tcinrnate@qwest.com) to the FSH
Corrections' Customer Service Team 24 hours per day, seven days a week, three hundred and sixty-five days
per year.
Another option is for the State or Facility to call the FSH Customer Care Center at 800-592-9488 which will
connect directly to our Inmate Specialists who will obtain the specifics and dispatch local technicians.
All dispatches, emergency and non-emergency, are tracked from initial request through completion. The
Customer, Joanna Sissons, FSH Account Executive and the State's single point of contact, the Technicians and
their Manager, as well as our tec1mology associates will also be notified of dispatch to ensure contractual
compliance and the State's complete satisfaction. A complete Trouble Reporting and Escalation document will
be provided to the State and all necessary personneL
PROCESS IMPROVEMENT - CUSTOMIZATION
In addition, FSH is always open to any customer suggestion on improving its processes. We pride ourselves on
our timeliness, as many issues are addressed and resolved the same day. In situations that require additional
time we cOlmnunicate immediately when or if there will be a more lengthy response and provide a targeted
timeframe for completion.
l
{
.
October 3, 2005
Page 21 of 28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
);pp
.
r-
VAC REPAIR RESPONSE COMMITMENTS
Priority Level One - Maj or
Priority Level One or Major events are defined as follows:
• Any condition related to equipment or services provided by VAC resulting in the unplillll1.ed,
unauthorized interruption of all calling activity at 25% or more of the phones at illLy single
correctional facility, regardless of the total account size. This includes: a primary server out of
service, database corruption, or any system-related event that would create illL atmosphere where
the VAC system is unable to facilitate inmate call processing.
• Any condition related to call recording provided by VAC (if applicable) which results in the loss
of call recording capability.
• Any condition related to call processing which results in removal of critical call control features
throughout the facility's inmate phones - providing the ability for inmates to access an
unrestricted outside line.
• Inability to communicate to the system via workstation or terminal
• Inability to block or unblock calls
• Frame relay network outage which would result in LIDB validation failure and remote
diagnostics capability failure
.• Inability to poll CDR's via frame relay
• Server or other system critical hard disk utilization in excess of 80%,
• Inadvertent recording of attorney calls requiring call recording removal process.
Time Frame for Response - VAC will respond to all Priority Level One events within one (1) hour of
receipt of the report, 24 hours a day, 7 days a week, 365 days a year. Target resolution time for such
events is eight hours.
Priority Level Two - Minor
Priority Level Two or Minor problems include the following conditions:
• Inability to print a report
• Reconciliation problems with inmate debit fund account
, Any condition related to equipment or services provided bv VAC resulting in the unplillll1.ed,
unauthorized interruption of calling activity at 24% or less of the inmate phones at a facility,
regardless of the total account size.
Time Frame for Response - VAC will respond to all Minor events within 8 hours of receipt of the
report, 24 hours a day, 7 days a week, 365 days a year. Tar8"et resolution time for such events in
twenty-four business hours*.
Routine Requests and Activities
All questions regarding system operation by facility or administrative personnel
• Questions regarding report generation or blocking/unblocking
• Changes to inmate information or database updates.
October 3, 2005
Page 22 of 28
State of Washington Oepartment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMpLEMENTATION PLAN
•
Problems outside the scope of the VAC system including facility-owned LAN, any
facility-owned computers.
Time Frame for Response - VAC will respond to all Routine events within 24 hours of receipt
of the report. Target resolution time for such events is seventy-two business hours*.
*Business hours are defined to be: 8:00 A.M. CST to 5:00 P.M. CST Monday to Friday
October 3, 2005
Page 23 of 28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
=
INMATE COMPLAINT SYSTEM
The inmate uses a regular inmate phone which accesses a Toll Free number (which is programmed in
the system as 'allowed') that calls into the FSH COlTections' Customer Services Center which is
answered by an Imnate Specialist. The llmlate reaches a recorded li1essage with instructions on how to
enter the complaint into an automated voice mail system.
There are no live ODerators involved
directlv with the inmate and all complaints are recorded. Facility staff time is greatly reduced with
this process, and the Inmate has some control over their concem and can expect timely resolution.
FSH continuously analyzes call volumes, response times and customer feedback so that enhancements
can be made.
The following is an example of how the Inmate Complaint System process works at the Oregon DOC.
Instructions are prlllted III English and also available in Sp81iish, and may be posted near the lllmate
phones or distributed directly, as the State or Facility sees fit.
(
FSH Inmate Direct Voice Mail Message for Repair
The following is the message (in italics) that the Inmates hear when calling the FSH
Repair Voice Mail Service:
"Hello! You have reached the inmate repair line for FSH To allow us to handle your request, please answer a
few questions about the inmate payphone location and problem. A tone will follow each question. Please
answer the question after you hear the tone. Following your answer, please press 1 to hear the next question. If
a question does not apply to you, please say so before pressing 1. "
1. What is your name and SID number? An~wer & Press 1
2. What is the name of the correctional facility? Answer & Press 1
3. What is the location of the pa)phone in the facility? Answer & Press 1
4. Describe the trouble you experienced and the date it happened. Answer & Press 1
5. Provide us the telephone number, & the area code where you are calling to. Answer & Press 1
6. Repeat any operator messages you heard. Answer & Press 1
Thank you for using FSH Secured Calling Solutions. We apologize for any trouble you have experienced.
Note: No live answer is provided. Do /lot swear or llse profane lan!!Uage - calls oftllis nature will be passed 011 to
prison authorities.
FSH EI Mensaje del Correo de la Voz del preso
EI siguiente es el mensaje (en fa escritura de cursiva) que los Presos oyen al lIamar el
Servicio del Correo de la Voz de la Reparacion de FSH:
j "Hola! Usted ha alcanzado 1a linea de la reparacion de preso para FSH Para pennitirnos manejar su pedido,
contesta par favor unas pocas preguntas acerca de la ubicacion de preso y problema. Un tono seguirci cada
October 3, 2005 .
Page 24 of 28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
pregunta. Conteste par favor la pregunta despues que usted aye el tono. Siguiente su respuesta, aprieta par
favor 1 en air la proxima pregunta. Si una pregunta es no aplica a usted, dice par favor tan antes de apretar 1."
1. i.,Que es su nombre y el mtmero de SID? respuesta y prensa 1
2. i Como se llama la facilidad correccional? respuesta y prensa 1
3. i.,Que es la ubicacion del pa)phone enlafacilidad? respuesta y prensa 1
4. Describa el problema usted experimento y lafecha que 10 sucedio. respuesta y prensa 1
5. Proporcionenos el mimero de tele/ono, & el codigo postal donde usted llaman a. respuesta y prensa 1
6. Repita cualquier mensajes de operario que usted oyo. respuesta y prensa 1
Gracias para utilizar el Publico de FSH Conseguir acceso a los Servicios de Soluciones. Nosotros nos
disculpamos para el problema que
usted ha experimentado.
ISSUES REPORTED BY INMATE - EXAMPLE
BILLING ISSUES:
If you hear the operator message: "This number is not authorized to accept collect calls." the called party will also hear
.
the message aud the}> must contact Value-Added Communications at 1 800786-8521.
REPAIR ISSUES:
Report only these problems on the Voice Mail Number
1. A phone has physical damage.
2. A number does not accept blocked or private numbers.
3. An area code or prefIx does not work.
4: Cut offs during a non-debit Collect calL
(If3-way or call forwarding features were not used.)
5. You always hear a ring, but no one answers.
DEBIT CALL ISSUES:
For resolution of Debit Call problems contact VAC in writing by mail at:·
VAC, INC; ATTN: ORDOC Debit; P.O. Box 941366; Plano, TX 75074
Please
1.
2.
3.
be sure to state what the problem is as specifically as possible:
Debit deposit issues.
Refunds for disconnects on debit calls.
Other debit account issues.
OTHER PHONE ISSUES:
1. All issues with your PIN number.
2. Fraud or stolen PIN accounts.
3. Phone number approvals.
For the above problems contact the Inmate Phone Specialists by written communication to:
ilmlate Phones Specialists, 2575 Center St. NE, Salem, OR 97301
October 3, 2005
Page 25 of 28
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
IMPLEMENTATION PLAN
A FSH employee clears the mailbox a minimum of three times per day. FSH dispatches a
trouble ticket to the appropriate responsible party (e.g. FSH, GTL, orVAC). If the imnate
experiences a "can't call out" issue we reseaTch it to determine the cause an.d offer resolution
as necessary. Reports are generated for the FSH ACCOlU1t Executive and Support Team, the
Facility and any impacted Vendor. Report consists of the following fields:
1. Date of Call
2. FSH Employee Name
,.,
::Y.
Mailbox Number
4. Iml1ate Name
5. SID or PIN
6. Facility
7. Phone Location
8. Problem
9. Call To Number
10. Operator Message
11. Trouble Code
12. Status Code
13. Resolution
14. Date Resolved
October 3,
~005
Page 26 of 28
CRFP6446 - Offender Telephone System, Recording, Monituullg
State of•. _._l1ington Department of Corrections
IMPLEMENTATION PLAN
Trouble Ticket
Flow Chart
Site
Hardware
Issue
~"i Troub,le I TechnicalVAC Ctr
.~
Ticl~
Assistance
t
Issue Resolution
IL Issue Resolution
VAC
CM
Notified·
Software
Issue
Manufacturing
Issues a
Return Material Aulh.
VACTAC
Creates Problem
Fail
x
Soilware Eng.
Rp,!"ip,w
Create
Software ChalH!e Notice
------
QIA
Review
~",i1ity
",-FSH~
System
Test"
Q/A
Testing
L_
I -~~
~~
Software
Load
Software Change Notice
Executed
~------
October 3, 2005
FSH -conll~tni;it:auon s
._.-
....
-_.
.
,
.~,
.....~'"
Page 27 of 28
(
,')
State of~. _Jnington Department of Cprrections
CRFP6446 - Offender Telephone System, Recording, MonitulU1g
IMPLEMENTATION PLAN
stem Delta Access
OnSite / Relnote
Frame
Public Telephone
Network
Network
Correctional Facility
Work Release Center
V AC Technical Assistance
Center
Plano, Texas
.~
..--,
I
,.:II
I
.
~~~~::
IU -
Inmate
Phones
~
'II
J
LlDB
Cisco Router
Cisco Router
FircwalllOS
,
,'I
, \ ~:S:--- \
......... ,;::,ff,
I\WIIB ~·~:·i;,~
October 3, 2005
State / Facility Users via LAN Option
FSH Ico'm'm'ln11C::~~;iO nS
".r
,
-j,
"".'
' I \.~;-"
I.II.-:,mif
\
Page 28 of 28
.
_ _. - - -- _
..
.._--- .. - - - - -- ----------
-
__ ... __......... .
Technical Proposal
Request for Proposals
CRFP6446
State of Washington Department of Corrections
Offender Telephone System
And Recording / Monitoring
TECHNICAL
PROPOSAL
Respectfully Submitted October 3, 2005 By:
/'
. . <f;~
,o'm'
C,
,.,;,'
Joanna Sissons) Account Executive
1600 7th Avenue, Room 2604 • Seattle, Washington 98191
The information contained ll1 this proposal is proprietary ill nature and should be disclosed only to those individuals within
the State of Washington who have a need to know or those who have made a request pursuant to Chapter 42.17 RCW. This
proprietary information should not be disclosed without the prior consent of FSH Communications.
0044
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
SECTION 5
5.
Technical Proposal Requirements (22 Points)
5.1 Vendor Responses (MS):
The vendor must respond by identifying the technical requirement and providing sufficient
nanative/written responses to allow the evaluators to fully understand and score how the phone system
proposed by the vendor meets and/or furthers the following business/program needs. A vendor response of
"Read, understand, and will comply" is not sufficient and will result in a score of zero without more
description by the vendor of how they propose to meet the requirement.
+
FSH Response:
FSH will provide sufficient written responses to each .question to allow evaluators to fully
understand and score how the proposed system will meet and/or further the State of
Washington Department of Corrections' needs. FSH further understands that without a
sufficient description, a score of zero will be given.
5.1.1 (MS - 4.0) Protect the public from unwanted / unsolicited / fraudulent offender calls.
7 FSH Response:
The proposed system has been designed and engineerE:;d to provide strict call control to
prevent all potential types of fraud and protect the public from unwanted, l.Ul.solicited, and
potentially fraudulent offender calls. There is no direct access to 800, 866, 877, 888, 900'
numbers, multiple long distance carriers via 800, 866, 877, 888, 900, 950, 976, or 10XXX
numbers, the,911 emergency systems, 411 ffi1d /01' 555-1212 or any other information service
and other calls as defined from. time to time by the State.
An overview of the security features that are employed thr01.12:h the V AC inmate calling
system is as follows:
Automated
Collect Calling
Allows inmates to place calls
without the assistance of a
live operator. This is
accomplished through a
series of voice prompts ffi1d
ll1ll1ate responses thTough the
phone keypad or handset
..
CI
Prevents inmate access to live
operators who can be
manipulated to allow otherwise
unauthorized call placement.
Provides high level of call conh'ol
not available with live operator
services.
7T"T
October 3, 2005
Page 2 of 72
()nL1~
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
' . ' 'I
'~,
•
"
•
!
, ·1F.ealm.1eN;am.e :
!
•
' , .
• ~
,' :' :'~ :,::~<)t)~~~~tt~;fi(:i1;';::,:,~i?iS>'-': """ .'~~rlt~dkmlf~ama,~~(·:i;~XJ!:!.:!·;!,~i~:-;
mouthpiece.
. Eliminates potential for operator
. harasslnent.
Custom Site
Name
Announcement
and "Branding
Provides called party "\J\litll
location of caller and name of
compmi.y providing the
calling service.
• Provides assurance that the called
party knOlvs the call originates
from a conectional facility and
prohibits inadvertent acceptance.
I>
e
-
English/Spanish
V oice Prompts
Provides the calling ml.d the
called party V\~ith the option
of English or Spanish voice
prom.pts during 'call set-up.
LIDB Validation LIDB Validation query to
ensure that the call can be
billed and I or should be
allowed.
..
•
..
October 3, 2005 .
States the company name to the
called party which will provide
the telephone company billing to
be easily recognized.
Provides the called party with the
facility name if needed to request
a block or report harassing call
attempts.
Provides ease of understanding of
system use for Spanish-speaking
inmates and call recipients to
avoid inadvertent call acceptml.ce.
Provides protection against
placement of calls to numbers
with collect call restriction, cell
phones, or pay phones.
Complies "with State and Federal
regulations regarding prohibition
of collect calls to called parties
that have specifically requested
blocking of this call type.
Page 3 of 72
nO·tf·~
0
,.
'l:
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
Dual Tone Multi
Frequency
(DTMF) Positive
Call Acceptance
Requires acceptance by the
called party through the
keypad of their touch-tone
phone.
Rotary Positive
Call Acceptance
Recognizes acceptance by the
called party through the
signal generated by dialing a
number on their rotary
phone.
.,
.,
Ensures acceptan ce by the called
party.
Virtually elimiIlates the risk of
"false" acceptaIlce by answering
l1'lachines, fax machines or
automated attendant systems, or
other inappropriate cormections
such as pagers, busy signals, pops
or clicks, operator intercepts.
' Ensures acceptance by the called
party for calls placed to persons
,served by older s,Nitching
equipment that does not offer
touch tone service and to those
that still own rotary dial phones.
"
(
•
Virtually eliminates the risk of
"false" acceptance by ansvvering
machines, fax ll'lachines,
automated attendant systelns, or
other inappropriate cormections
such as pagers, busy signals, pops
or clicks, operator intercepts.
-,
Workstation
display of calls
in progress
Provides live call activity
detail viewing.
I>
f)
October 3, 2005
Excellent resource for
troubleshooting and investigative
review.
Provides instant snapshot of
system activity.
Page 4 of 72
0047 .'
State of Washington Department of Corrections
CRFP6446- Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
System
identification of
telephone
location
Provides phone location
identification fOT each call
placed.
.,
/
Central Office
provided
Answer
Supervision
Excel1ent cross reference resource
for use in not only surveillance,
but system management an_d
maintenance as well. This enables
investigators who m_ay be
monitoring calls to immediately
locate the inmate should they
encounter harassment of any
called party.
Utilizes digital signaling from
the distant central office to
confirm answer.
e
Internal system metrics are
System
provided answer used to determine when
supervision
answer occurs for purposes of
initiating voice prompts for
col1ect cal1s.
•
Provides reliable confirmation of
call start that provides callers with
voice prompts for proper call
handling.
Block sound
path during call
setup
e
Gives the called party the
opportunity to reject the call
\1\7ithout being heard by the.
inmate.
f>
Eliminates opportunityfOT inmate
to harass the called party during
set-up.
&
Eliminates opportunity for the
imnate to pass 111.essages during
the call set-up period.
October 3,2005
Prohibits communication
between irunate and called
par.ty prior to call acceptffil.Ce.
Provides the most accurate
detenll_ination of called party
answer and therefore the most
accurate timing and billing of
accepted calls.
,
Page 5 of 72 _
0048
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
: ,;, :1F~!~r,,:~~,(l:!;;' ~r~i~~~~!:f;~~~~~(r~?~~~Fi~i'"~, :::'::.' \' .~. ':~:{.: <;~: i ':.':. ~ ::::~~i.;~~i·iP~~'ii~:Wtj'~;:,~~:~;~(; :\:": .:~
"":
,~ ~.;:.;G!J(;jJ"_;:·'''tr'.l.t:'.''I'I,.~.)lf"'r ~J' ~
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Pl'event Extra
Dialed Digits
Hook-switch
secondary dial
tone control
-J"',h."qrl~\II·.
f"
... , . '
,'"v'_'
'\ !'._ :-;.;t... -,. " , "
,-",
I
_,
Blocks keypad entries once
the inmate has entered 2111
necessary information for call
placem.ent.
Prevents inmate from
mEll"lipulating the hook sV\7itch
to receive "secondary dial
tone." FollOll\7ing call
completion or during call setup.
'f,
..
l·, •.
",-,,'
'. " •• ' ,. ,
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., Prevents inmate from attempting
to by-pass or circumnavigate
systel1l controls.
.
Prevents inmates from using the
keypad to access the called party's
phone system \'\Then placed on
hold.
., Prevents inmate from by-passing
system conh"ols, such as blocking
or allowed call lists, via hookswitch.
4Il
~
Any time the hook switch is
depressed, the system tenninates
the current call and starts the new
call process, forcing the inmate to
initiate a nevv cal1 and prevent the
inmate from chain dialing of
potentially fraudulent calls.
Three-way Call
Detection and
trackin.a
0
Detects tluee-way call
attempts Ell"ld notates 'call
detail record.
Co
Allows for non-intrusive
:investigation/h"acking of threeway calling activity and prevents
TIlIDates from circumventing
system call controls. Such as
blocking.
Three-way call
Detection Voice
Overlay
a
Warnin0
Detects three-way call
attel'npts and TI1itiates a voice
overlay announcement.
e
Provides notice'to third party that
they are Speakll"lg to an TIunate at
a correctional facility.
"
TIlis is helpful III warning
unknowing third parties so that
they.can report the activity and/or
terminate the call.
October 3,2005
Page 6 of 72
·0049
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
,:{.\~~~!:~l!;~/lr;;J~i;l~:~· ;L'l;.~~~ :;~:".: ';:: :>:L}),:/,:~~:'~~~~:;;J10:!!.~~~'r'J. \:. '.';.'.::.~{ ~
Tluee-way Call
Detection
Disco11Ilect
Random Voice
Overlay
.
Detects three-way call
attempts, plays an
explanatory message, and
disconnects call and notates
call record.
Provides random voice
overlay telling all called
parties that the call is
origirlating from an lll.mate at
a correctional facili t)7,
PIN with
allowed call list
Recording
Individual
Called Number
Blocldng
Prevents lll.mates from calling
specified numbers or groups
of numbers:
~OneTime
.,
•
Limits each PIN toa specified
list of allowed telephone
numbers to call. No other
telephone numbers may be
called other than those that
appear on the inmate's
ll1dividuallist.
Records imnate name at the
time 6f PIN assignment or at
the time the first call is
placed.
Inmate Name
Announcement
•
..
..
Allo-vvs for immediate
discom1.ection of potentia] threeway calling activity.
Provides reminder J warning to
call recipients that the call is
coming from an inmate.
Provides additional protection
against the potential negatives of
three-,I\ray calling without using
detection methods.
Provides complete control and
prevents random dialing of the
phone numbers called by TIunates.
Minimizes risk of PIN theft sTIl.Ce
inmate would only be allowed to
call those numbers on the stolen
PIN list. Prevents the use of the name
recording as a means for
harassm~nt or passing messages.
Essential feahue to stop
unwanted call attempts to victims,
jurors, facility perSOlUl.et etc.
•
October 3, 2005
f/I
Stops harasslll.g call attempts and
minimizes "wasteful" use of
phones on unwanted calls and
leaves more phone time for
productive calls.
(
Page 7 of 72
0050
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
{~~.~~;:?~~;~J/;';~'~:~;:";,: ::'::;',\,~'~~~~~,;:,;':ii;(,~),,:~:g:~:;~f!;st~;!i~(:;~~:'1~1~:t~¥~~i#~.it'~ ,,;;.::.\!,::.~::;;!":.j',,'
Group Called
Prevents inmates from calling ., Essential feature to stop
Number
Blocking
unwanted call attel1l.pts to toll free
HUl1l.bers, pay-per-cal1 nU1l1bers
(900/976), directory assistance,
911, and other large blocks of
numbers that can be used for
fraudulent pluposes.
specified groups of numbeTs.
Called Party
Initiated
Blocking
Allows called party to block
all future calls from the
innl.ate by dialing specified
digits when a call is received.
Completed Calls
Limitation
Limits completed calls to any
particulaT number within a
given day.
co
.,
Provides instant harassment
control in the hands, of the
harassed party.
Allows for conh<ol of call volume
to help family manage costs
without having to refuse inmate's
calls.
e
Decline d Calls
Limitation
Establishes a daily limit for
the number of declined calls
placed to any given numbeT.
ltV orkstation
Alert
Provides investigator vvith
instantilll.eous knowledge of
calls of specific lll.terest made
by the irunate or to a called
number
Helps to' pTevent imnates hom
monopolizing phone access with
illl. excessive amount of calls.
e
JvIinimizes hacking attempts and
harassment caused by lll.mates
calling the same declined n1.unber
Tepeatedly.
.
e
Allows investigators to target
suspicious activity and be advised
automatically when it occurs.
Allows investigators to terminate
lll.appropliate targeted calls
immediately.
""
October 3, 2005
Page 8 of 72
0051
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
SNITCHRemote
Investigative
Alert
.Provides investigator with
the ability to leave their
,vorkstation and still have
instantaneous knowledge of
calls of specific interest made
by the inmate or to a called
number
•
Allo-vvs investigators to target
suspicious activity and be advised
automatically when it occurs.
..
Allows investigators to terminate
inappropriate targeted calls
immediately.
5.1.2 eMS - 4.0) Identify, document and record conversations affecting security of institutions
and inappropriate/illegal activities. All calls from offender telephones will be processed and
recorded through the offender calling system. All calls from designated attorne)l phones must be
processed separately from the offender calling system and will not be recorded.
~
FSH Response:
DESIGNATED ATTORNEY TELEPHONES
FSH and GTL presently provide separate attorney telephones at 'iNA DOC facilities. The
attorney inmate telephones are located at a completely separate location from tb.e regular
irul1ate phones. These phones use a separate line that is not cOlmected tlu-ough the call
control system whatsoever and therefore can not be recorded. Using. the separate line
pTOvided, the cOIrection officer dials the telephone m.IDlber of the attorney on a regular desk
type phone and waits until the call is accepted, then uses a h"ansfer key to transfer the call to
the inmate waiting at the designated inmate phone to talk to his/her attorney. All equipment
is supplied at no cost to the State by FSH.
In the event that an inmate does not use the legal phones that VvA DOC has provided, the
Privileged Call Protection feature allows the facility to identify att0111ey telephone numbers
so that calls to these numbers will not be monitored or recorded. This feature is at the option
ofWA DOC.
MONITORING AND RECORDING FEATURE DESCRIPTIONS
The System will be configured with the Shadow Full Channel MonitOTll1.g and Recording
feature that is currently deployed at both Vvashington State Penitentiary and Airway
Heights' facilities. The monitoring and recording is fully integr'ated 'vvithin the System. This
digital recording and monitoring solution offers full monitoring and TecoTding capability of
all calls within any given facility regardless of whether the llTvestigator is on-site or remotely
located.
October 3, 2005
Page 9 of 72
n' n'f::;
~.. u v
2
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
SIMULTANEOUS PLAYBACK AND RECORDING OF CALLS
The Systenl provides for simultaneous playback of recorded calls and continuous recording
of live conversations. Call recordings are available for playback immediately via the
",AJOrkstations provided 'vvithout any impact to ongoing recording functions or can processing.
REAL TIME CALL ACTIVITY FOR INVESTIGATIVE l\,fONITORING
The System Workstation is capable of showing real time call activHy. Investigators can vie'vv
all calls in progress or all stations and simply select the call they wish to monitor real-time
without any interruption to the recording process and without detection (no audible
signalil1.g or frequency) by the inmate or called party. .'
Regardless of whether the call is monitored, all calls are digitally (tapeless) recorded cmd
archived for subsequent playback on demand. From any System workstation, authorized
persmmel, witl. the proper security access level, may search for calls by PIN, originating
telephone stations number, called number, and/or date/tim~ and simply click on the desired
call to listen to the recorded conversation. The process is quick and simple and the calls are
available for playback irrunediately upon call completion. V\lhile listening, the investigator
may add notes to the call recordine: file. In addition, the investie:ator lTIav select a Dertinent
l.Jortion of the recorded conversation, save it as a separate file, add notes related to his/her
findings and archive the recorded conversation on a CD. This is accomplished with just a
few clicks of a mouse.
. . . . . . . .
~
October 3, 2005
c:
_
_
Page 100f 72
0053
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
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: ~l ::." .
~~:~:~tlfW~;~~~!~¥f~~;~f~~LOh~!.o;~;~,~~;~;;~7;~:7;=-,dP~~~1.;~f~;~~,;,~-;.?,:J~~~~~~~~~~h,'·:'ll:7f~~~~~;;I~~
SCREEN OF CDR SELECTED TO REVIEW CALL RECORDING
CONSTANT AND CONSISTENT CALL RECORDING
The System will comprehensively record all calls allowing the facility to play back any
recorded calL On-site storage ,,,rill be sized to accomn;lOdate six (6) months of call recordlllgs
immediately available and accessible on-llll.e. In addition, call recordlllgs utilized for
evidentiary purposes may be archived on CDs for long term storage. Recorded CDs may be
,played on any sound capable PC with a CD dri\7 e. Encryption is available to protect and
secure the recording files.
_.+
-1_ All recordings of completed calls begin with the dialed digits being out pulsed - the entire
announcement to the called party and the acceptance digit being dialed is caph-ired. 11us
eru1ances the value of the recordings as evidence in a criminal proceeding. ReCOl"dlll.g
continues until either party hangs up.
For court proceedings and e'iridence purposes, the ad-hoc query function enable authorized
admilusTI"ative users to generate a virtually unlimited array of lll.mate call record que:des and
reports. The user may customize their search of recorded calls by housing Ullit, individual
October 3, 2005
Page 11 of 72
0054
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
-
station, by inmate, called nUl1l.ber, date, start time, stop time, type of call (collect or debit),
duration of cal] and a variety of other criteria. From this report, the authorized user can select
any OJ all of the calls to listen to, add 110tes to and/or export to a CD for evidentiary use. The
user may utilize 3-DES encT}tpt-ion fOT exported calls to prov'irle the highest IC7Jcls ~f secilrit1..!. '1~
Queries of particular value may be served and named for future use.
CD
The System stores the digital recordings with all the pertinent information about the call
including time, date, inmate, station, called number, carrier, etc. The call data can be
searched and displayed by any parameters associated with the call including chronological
order. ,t\711en the call recording is "\7Titten to CD the pertinent data is also written to CD and
is associated with the recording. The calls on the CD can be sorted by hl.mate ID, Name, and
Date/Time.
RECORDINGS STORAGE - ONLINE AND TO
Each workstation on the System will be equipped with a CD burner that ,NiH allow the
facility to copy inmate recOl'dings to CD. The System proVides digital recording of the Imnate
calls that have no loss in quality from the actual call. The recordirlgs are stored with all the
pertinent call data including the time, date, inmate, station, called nmnber, canier, etc. The
workstation will be equipped with a sound card and speakers that will a1101v the Investigator
to confirm the accurate transfer of the recorded information. In addition, anv State
,o\70rkstation that has access to the system recordings can copy the recordings to CD if
equipped with a CD burner.
J
"it\Then copying the recordings to CD the user can cll.oosebetween 3 options: (1) Data CD, (2)
Audio CD, and (3) CD Lite. ~
Data CD ..:.. SECURE - Stores the recordings with all the pertinent call data including the time,
date, inmate, station, called number, carrier, etc. The Data CD can be plaved from any
Windows® 98. OS or later PC/Laptop using the V AC provided selector application (for
sorting: and searching recordine:s on the CD) and ITSn plaver. The ITSIl Player provides
many desirable features over competing players such as strong editing, looping, magnifying,
step function, speed up, slOlI\1 down, book marking, etc. Additionally, the CD can be
encrypted us:ing sh"ong 3DES encryption. The intention is for the Data CD to provide a ,
"chain of custody" that guarantees that the recording ,Nas made on the System and has not T
been altered. This could be very valuable in those cases where the origin and handling of the
prosecution evidence is being contested ..
--~
.
October 3, 2005
Page 12 of 72
0055
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
Audio CD - Non-Secure - Records the lll.mate calls to CD as standm;d audio files. The Audio
CD can be plaved in anv CD player including automobiles, boom boxes, PCs, etc. The files
can be copied fronl the CD for distribution if desired. These files, as "\J\7itb any of the
"standard" \/If AV or 1\1P3 files, can be edited witb standard audio editing software and are
therefore would not be considered appropriate for court evidence.
CD Lite - Non-Secure: This option is for the non-discriminating user that wants to copy the
data quickly to CD and doesn't need the feat-ure rich ITSn player or encryption of the Data
CD option. Additionally, the CD Lite option allows the user to play the recordings without
the CD loading any Active-X controls or files on the playing computer.
ON- SITE ALERT N o TIFI CA TION
The System allows for manual set up of the monitorlll.g and recordlll.g corul.ection on an as
needed basis on the personal computers provided by FSH and located at the facility. The
System does have the capability to select a particular telephone n1.unber for recording or
monitoring willIe a call is lll. progress.
Authorized users of different access levels may establish alert call settings based on llunate,
inmate phone, or called number. V\Then a call matches the alert setting, active users belon£ing
to the appro~Jriate security access level are visually notified, An investigator cml. listen to the
call in progress through the live monitoring feature, Any calls with an alert set on them will
be specifically flagged in the CDR record and can be retrieved and played at a later time, if
desited.
October 3, 2005
Page 13 of 72
0056
State of WasiJington Department of Corrections
CRFP6446 - Offender TelepiJone System, Recording, Monitoring
TECHNICAL PROPOSAL
ALERT NOTIFICATION SCREEN
,..!~ REMOTE ALERT NOTIFICATION .:.SNITCH
The System can call an lrwestigator's phone number, during designated hours, to am'lounce
an alert and offer live monitoring of calls. The Alert Notification System am'lounces to the
iri.vestigator that an alert event has occurred and requires the investigator to enter a PIN as
security to ensure an authorized individual has ans"veredthe phone. Once the PIN is entered
and,verified, the System prc;vides instructions to the investigator that allows them to identify
the ll1mate(s) or called number that triggered the alert. Once validated, the investigator is
immediately listening to the conversation of the altered call. The call can be cut off should the
investigator deem it necessary. Any action taken is logged. The Alert Notification System
supports English pTOmpts.
Once the Investigator has listened to the call, the System will no longer attempt to contactthe
Investigator for that specific alert event. The System only attempts to deliver notifications
during the specified time of day and ranges set for each individual. The alert is logged on the
CDR record for the call of lllterest for subsequent playback, appendlllg of notes and copying
to a CD, if desired.
October 3, 2005
Page 14 of 72
0057
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
The Focus 100'database is maintained in two locations, The first is on-site. at the facility. The
second is a server location that VAC designates as the IIHQ Server" ,Nhich will house a
redundant copy of all CDRs for a11 facilities foJ." all calls, complete al-:d incomplete,
throughout the State DOC. If either database fails, it can be restored by the otIl.er system,
Additionally, each database is also backed up to .one additional location providing three
independent database baclni.p locations.
Inmate call recordings are stored on the site server at the site INhere the calls were made.
Redundant copies of call recordings are stored on a NAS Server vlithin each system on site.
SYSTEM SECURITY - NETWORK
The Focus system typically sits in an autonomous \1\7 AN that is interconnected to each site in
a mesh configuration and then cormected to VAC via a secure data circuit. The mesh
configuration allows access from all sites to a11 sites on the autonomous "'INAN. The data
circuit is necessary for LIDB validation, Call Detail Record gathering, maintenance activity,
and system monitoring. The "'INAN consists of the equipment servers, Cisco Switch, Cisco
routers and firel,valis, all.d workstations that are dedicated to the ITS system. The "'IN AN DC
will be a 2003 Server OS NEBS compliant, dual Xeon, Raid5 HSS disk array, server package
rLmning 'active directory.
As mentioned, the ITS System will be deployed on an autonom,ous WAN and is not part of a
customer VvAN. Access between the ITS "'INAN and the customer "'INAN is possible typically
via a Cisco firewall, should, Vvashington require access to the ITS by the DOC's PCs.
SYSTEM SECURITY - USERS
The ITS requires the use of an assigned username and password to access the system.
Passwords can be configured to expire after a period of time. Users are assigned one of eight
(8) user authorization levels from Administrator to the lowest user operator level. Each of the
security levels can be configured to Vie,v, Add, Change, or Delete access any feature option
down to the' check box' level. Tbis gives the ITS AdministratoI' complete control of the user
account from the ITS application. Vvorkstations Call. also be configured to lock out users E).fter
a.predetermined timeout period.
The Security Level Access screen (shovm below) is used to determine the access level for each
facility staff member. For each security level, the access capabilities can be set fOT each
feature, as indicated by the radio button. This access l:all.ges from 'None' to 'Full' access. Full
October 3, 2005
Page 16 of 72
(J
tJ 5 9
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
access allo'ws the user to 'View, Add, Change, Delete' records or settings 'vvithin the feature.
The follO\.ving levels are standard:
..
..
..
•
..
..
•
..
..
CIPS OPR - Facility Operators
MON - M:onitors
INTEL - Facility Intelligence Officers
CID - hlVestigators
CHIEF INV - Investigative Supervisor
TECH - Technical support remote and on-site
SUPER - Facility HQ Supervisors
FACILITY HQ - Facility HQ Operators
ADMIN - VAC
__. _--.-_.-.-.. ------_._----=====
..
'.'
1!·~r~;l,,,I:,~;'"::::!!~!fP' ~!~~!If~.,
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IHMATE ACCOUNT IHFDRM.6.TION
p.CCClWH TP.E:
CHp.NGE IHMATE DOC
11'-lM,/l.TE PIH
INM./l.TE REFUNDS
INMATE CmM·~ENTS FIELD
PHONE COMMENTS FIELD
DO NOT RECORD FIELD
.•... '.' "-
..... :
....,.; ...
:C llone
C'View'
:r: View, p.dd ..
;~~~::zj~~~~~I
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if(·;:~icGiit;;:L~~;6r;!!:~~SEii(~>.f;·./23H:;,{ .
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li'~":1i CD EXF'ORT
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II
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.
•• a r;:"
I!;;!:l' MpNUAL FINpNCIAL TRpJ!Sp.CTlot~S
I:,,:! EN.6.BLEIDISABLETELEPHONES
Ii";. : SI'-lITCH Funcllonahtv
Wi: PLA.Y FlECORDIt'lG !:]: SYSTEt·.·j-,-:..6,Dhlll~ISTFl.b.TIDN
j)"> '.... :.. -,--:-:-::;":'." ::.;.:~:::.
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SCREEN FOR SETTING USER SECURITY LEVELS
October 3, 2005
Page 17 of 72
......;;)J.
0060
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHhllCAL PROPOSAL
='
AlJ system changes that are made, calls that are monitored, call recordings that are revieINec1,
CDRs that are appended 'vvith comments are recorded 'Nith, the time, date, and user that
effectuated the event to ensure that a log is 111aintained for security and audit purposes.
SYSTEM SECURITY - POvVER FAILURE
The VAC System and each administrative workstation is eql.lipped with the appropriately
sized Uninterruptible Pm,ver Source (UPS) to provide not less than fifteen (15) minutes of
continuous operation in the event of a pm,ver surge or interruption.
If commercial pO'wer is lost the UPS will indicate,Nith an audible beeping so~md in the
equipment room and wherever the workstations are located. Should pm,,7er be restored
within the fifteen (15) minute period, there will be no interruption of call processing or
workstation functioning. If the interruption exceeds this period, call processing functions are
'interrupted until such time as power is restored. - Regardless of any ill.t~rruption in power,
call records are protected at all times and not subject to loss. System settlll.gs will return to
theil' previous state upon restoration of power.
5.1.3 (MS - 2.0) Facilitate effective phone management and usage review by the Department
through customized, standard and ad hoc reports.
'" FSH Response:
Effective phone management is paramount to effective decision making. The State will have
access to numerous standard reports, as well as enjoy a robust ad hoc query feature to
customize illdividual reports. In addition, FSH commits to providill.g additional customized
reports as required by the State over the term of the contract. FSH believes sb'ongly that
regular phone usage reviews 'with the each facility, the Department's headquarter staff and
others such as Contract and Legal Compliance and FillE\l1Ce departments is vital to effective
phone management. 'Usage data is retained for the life of the contract, with redundant
storage.
There are approximately forty (40) standard reports that are available and are easily
accessible. These reports are indexed and tabbed by the follo"wingcategories:
t>
Financial Reports
II;
lvIaintenance Reports
(;
Investigative Re~lorts
~
"
October 3, 2005
Page 18 of 72
0061
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
file lasko.Em .!:!.elp.
.. .
. Financial . '
'.
:, .'Mai~ten~n~e_
-I
:~
,:,
Ale,t Hotilication
Attempts by Station
Call Detail
ChfOnological List of Calls
CUffently Suspended Telephone Accounts
Extra Dialed Digits, .
Facility Blocked T~Iephone flu~bers
F,equent\v Dialed Humbers
Inmate Director),
Inmate History
MostActive Inmate[s)'
Hew Inmate[s) ,
.
Quantity of Calls Placed
Quantity of MinutesCalied
Released Inmates'
SystemWide Bloclied Telephone Numbe,s
3 Way Call Detect
....-,-,----.,.".,...,.:".-.,.,.,..,-.,....-'.,..,..,.-,------,---.,..,...,.,,~=
I
'.',.' ,....... ~.:,
!~ s tart Inmate Teiephone System
STANDARDIZED REPORT ACCESS SCREEN
STANDARDIZED REPORTS OVERVIEW:
t:,~~~g~if~t~~:}:tjg~[~~~~~;:~i1:~'ft~~~~il~~;~~s~J(.~#:.f'¥it~~~;~i~i~~;i;~f~·~·,:~:':
CALL REFUND
Generates and prints a summary transaction report
vlhell. a Call Reh;i.nd transaction is performed.
DAILY CALL
CHARGES
Provides a list of collect and debit call activity for a clay
or date range.
FINANCIAL
TRANSACTIONS
Provides a record of the total number of financial
transactions for all individual llU11ate.
INMATE DEPOSIT
Provides a recOTd of individual inmate deposits.
INMATE
RECONCILIATION
Offers a detailed reconciliation of all individual
ilUl1ate's debit account.
...
===
October 3, 2005
Page 19 of 72
0062
State of Washington' Department of Corrections
CRFP6446 - Offender Telephone System. Recording. Monitoring
TECHNICAL PROPOSAL
"i:i;~~~?i~~ill~il'~~:'/' ',',"i"i,,~~~~1\~:!rlr~~j¥/
CITY
NP A-NXX
Provides the city a.n.d state for a particular NP A-NXX.
SEARCH
LOCAL EXCHANGES
Provides area codes and exchanges that are designated
for the local calling area.
NON-AREA
Provides record of call attem.pts to invalid area codes.
CODE/Ex CHAN GE
A1TEMPTS
PERCENTAGE GRADE
OF BLOCKING
STATE ByNPA
Pro'vides hourly call traffic information shnvvlll.g the
number of calls attempted, the number blocked by
traffic, and the percentage blocked. The report can be
obtained by entering the desired report period.
Prov'ides the state for a pmticular NPA (aTea code).
SEARCH
:~;,;~;:;'~}l!~;fi'T:(:;',?'i;~,~,~~::'~S\,::~~(;t,gj't:~Pi~:
ACCOUNT TELEPHONE
NUMBER LrST
Provides a complete cunent list of allm,ved numbers
associated with a specified inma.te account.
ALERT NOTIFICATION
Provides calls made by inmates placed on alert and
calls made to telephone numbers that have been placed
on alert status durlll.g the desired report period. The
report can be obtained by enterlll.g the desired report
period.
ApPROVED
Pro'vides a list of the imnates that are allowed to call
specific telephone numbers. The report can be
obtained by enterlllg the telephone numbers and the
desired report period.
TELEPHONE NUMBERS
SEARCH
CALL DETAIL
Provides the completed calls by lll.mate (in the order
that they Il\lere placed) over a specified time. The
report can be obtalll.ed by enterll1g the llunate and a
specified time frame.
CALLS FROM PIN
Provides all imll.ates' attempts to place calls ,vith
October 3, 2005
Page 20 of 72
CRFP6446 - Offender Telephone System, Recording, Monitoring"
State of Washington Department of Corrections
TECHNICAL PROPOSAL
NOT AT FACILITY
Invalid PIN numbers. The report can be obtained by
entering the desired report period.
CHRONOLOGICAL
Provides a log of the calls attempts (s"Llccessful and
unsuccessful) in the order that they ",,,ere placed. The
report can be obtained by enterlll.g the type of call
(collect, debit or both) and the desired report period.
LIST OF CALLS
CURRENTLY
SUSPENDED
TELEPHONE ACCOUNT
EXTRA DIALED
DIGITS
FREQUENTLY DIALED
NUMBERS
Provides a list of inmate telephone accounts -vvhere
calling privileges have been suspended d1.uing the
desired period. The report can be obtained by entering
the desired report period.
Provides a list of all calls where exh"a dialed digits
were detected durlll.g the desired period. The report
can be obtalll.ed by entering the desired report period.
Provides a list of the telephone numbers called more
than a specified number of times within a specified
range of dates. The report Call. be obtained by entering
the lll.lllimum number of calls to the telephone number
and the desired report period,
INMATE DIRECTORY
Provides a log of all imnates. The report can be
obtained by entering the desired report period.
INMATE HISTORY
Provides all transactions associated with an inmate
telephone aCC01.Ul.t over a specified time including
com_missary account debit calls, collect calls, deposits,
rehmds, h'ansfers, all.d/or changes to innlate telephone
list. The report can be obtained by entering the inmate
alld a specified time frame.
INMATE TRANSFERS
Provides a list llunate telephone aCC01.Ults that have
been received or u"ansferred during a specified time.
The report can be obtained by entering the llimate and
a specified time frame.
LOCALLY BLOCKED
TELEPHONE NUMBERS
Provides a list of all phone numbers blocked by the
local facilitv.
NEwlNMATE(S)
Provides all imnate telephone aCC01.mts added during
October 3, 2005
J
Page 21 of72
0064
State of Washington DfJpartment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
NETWORK ACCESS AT ALL FACILITIES FROM ALL FACILITIES
AI] Washington State Departnient of Corrections prison facilities and V'lA DOC Headquarters
'"vill be nehvorkecl through an intercormected high speed data VVide Area Network (VvAN)
provided by FSH which is then nehvorked to V AC' s Headquarters in Plano, Texas.
ADMINISTRATIVE ACCESS CAP ABILITIES
The State 'v\lill be provided with the same access to administrative features and functionality
as currently available.
INVESTIGATIVE ACCESS CAPABILITIES
Based on IN A DOC's established investigatm security settings, this nehl\rmk will allow
investigators at each facility as INell as investigators at the IN A DOC HQ location access to
any given facility and then monitor live inmate calls or listen to innlates' previously recorded
calls. 100% of inmates' calls processed through the system will be available for monitoring
and 100% of inmates' calls processed through the system will be recorded (with the exception
of privileged calls ).
;i
,-
c;
In the event that an inInate does not use the legal phones that WA DOC has provided, the
Privileged Call Protection feature allOll\!s the facility to identify attorney telephone numbers
so that calls to these munbers will not be monitored or recorded.
SECURITY
The single compelling requirement that each of our customers have relative to the technical
architecture of the VAC inmate call processing system is security. The four major aspects of
security are addressed as follows: Database Security, Network Secl.uity, User Access Security,
and System Security in the event of a power outage.
SYSTEM SECURITY - DATABASE REDUNDANCIES
As the Call Detail Record is the f01mdation for all investigative activity, CDRs are polled
every five (5) minutes throughout the day. To ensure the integrity of the CDRs, V AC's
standard opel'ating procedure is as follo\l\~s: the site CDRs for all complete and incomplete
calls are maintained on site in the server, a component of the Focus 100 system. The CDRs
are then copied to the V AC designated HQ Server, a second unique location for CDR storage.
Next the CDRs are backed up to Plano, Texas, and stored on the Billing Server, the third
backup copy. The Billing Server database is again backed up and stored on another disk
array as the fourth storage location. The Billing Server database is also copied to magnetic
tape and stored off-site, providing five independent backup locations for storage of CDRs.
October 3, 2005
Page 15 of 72
0058
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, /vIonitoring
TECHNICAL PROPOSAL
il~~:;)~,<~\<;"t;i,':~Jj~~r~t;~~';<';';:'(i'·· . "
,
~
.,
the specified time period. The report can be obtained
by entering the desired report period.
QUANTITY OF CALLS
PLACED
Provides a list of all inmates that have placed calls in
excess of the user-defined number of calls in a specific
time period. The report can be obtained by enterul.g
the minimum calls threshold, type of call (collect debit,
or both), and desired report period.
QUANTITY OF
l'v1INuTES CALLED
This report provides a list of all imnates that have
placed calls in excess of a user defined total amount of
minutes Ul. a specific time period. The report can be
obtaul.ed by entermg the mUl.imum amount of minutes
threshold, type of call (collect, debit, or both), and
. desired report period.
RELEA.SED INMATES
Displays inmates released Elll.d removed from the
inmate telephone system .. The report can be obtained
by entering the desired report peliod.
SPEED DIAL SEARCH
Displa:ys imnates who have called the same telephone
number durul.g a specified time. The report can be
obtaul.ed by entermg 3-digit speed dial codes.
SYSTEM-vVIDE
BLOCKED TELEPHONE
NUMBERS
Provides a list of all phone numbers globally blocked
throughout the prison system.
TELEPHONE NUMBERS
CALLED BY MORE
THAN ONE INMATE
Provides a list of telephone numbers that have been
called by a user deful.ed number of ul.mates 'I\rithUl. a
specific time period. The report can be obtaul.ed by
entering the mUl.imum number of inmates call1ll.g and
the desired report period.
TELEPHONE NUMBERS
LISTED IN Iv10RE
THAN ONE ACCOUNT
Provides the telephone numbers that are on more that
one ul.mate's list of numbers allowed to be dialed. The
report can be obtalll.ed by entering the Ininimum
number of iJ.'ml.ates calling and the desired report
period.
TELEPHONE NUMBER
Provides a list of all calls made to a user
~ecified
,....,.
October 3, 2005 '
Page 22 of 72
nnsr. \.J
J
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
~}~:"i'.. '\/':lZ~;;~[j_}tF~;,;:;," ':{::::':'"
USAGE
telephone number(s). The report can be obtained by
entering the telephone number, type of call (collect,
debit, or both), completed, uncompleted, or both calls,
minimum call duration, and EI specific tim.e period.
TOLL FREE NUMBERS
CALLED BY INMATES
Provides a list of toll free numbers (800, 866, 877, 888
etc.) called by inmates: The report can be obtained by
enterlll.g the desired report period.
THREE-\1\7AY CALL
DETECT
Provides a list of how many Three-'Vvay Call attempts
were detected. The report can be obtained by enteling
the desired report period.
In addition to the standard reports, a flexible, user friendly CDR Browser ad hoc querv is
provided to generate customized reports. The format can be customized to:
" Display or suppress any stored piece of information about a call record,
>-
Sort ascending or descending on any of the fields selected,
y Select for one or more values in each selection field (e.g. multiple originating
stations, multiple called numbers)
"
Allow wild card search criteria
);- Select for a range of dates and times
.> Search.calls of a specified length
"
Search calls of a particular type
>-
Any call selected can be played by users with appropriate security authority as "veIl
as exported to a CD for evidentiary use
>-
Save frequently used ad hoc queries for future use.
The user will select their search criteria for a specified rel?ort and view the report results. The
screen shot below depicts hml\7 the user is allowed to define the parmneters to be applied to
produce the customized report:
October 3, 2005
Page 23 of 72
noss
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
!\'!if:
.§
Firsl
General'
TO
r
/9/6/05
.....
31
-;.-"".':
- Recorded: ----'----'--'----'-------,
liND
Preferen~e
___ .. __ . ___....
::OIl
SAMPLE
October 3, 2005
CDR QUERY
Page 24 of 72
OD6?
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
SAMPLE
CDR QUERY RESULTS
The Data screen aliows the user to view caJI records within a facility, select parameters, view call. detail
records, play recordings, select/hide columns, and sort data etc.
Using the Administrative \tvorkstatiOl\ system administrators all.d authorized facility staff
can generate, view, and print standard or ad hoc reports.
The Administrative lVorlcstntion includes color
monitor, keyboard, 77lO1ISe, printer, software,
CD/Rjl\T, and ViAN connection to provide for
near real-time feature administration, report
generation, and monitoring/recording access.
Speakers are provided for recording playback and
call monitoring.
'"
October 3, 2005
Page 25 of 72
0068
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
FSH also uses the phone 11l.anagement data to monitor inmate calling traffic to proactively
adjust to call volumes to ensure abundant access to outbound trunks. In the event that a
shortage of trunks are found during peak traffic periods FSH will take immediate action
adding trunks as necessary to alleviate any usage congestion. FSH also uses the call
management reports to monitor call and payment options.
5.1.4 (MS - 3.0) Available low-cost calling plans that promote/foster offender/family relationships,
. including a low cost alternative plan to collect calls (fully describe the implementation,
management and billing processes as well as criteria for offender or others to use the
plans). Fully describe any special features of the plans such as an across the board fixed
rate for a 5 minute call or a free 5 minute call on an offender's birthday .
.;. FSH Response:
Our proposed call costs, as detailed in the Cost Proposat "vill clearly demonstrate our desire
and willingness to develop creative, cost effective rates for the inmate or called party that will
also pay the State its required conunission while providing minimum positive margin for
FSH, GTL and V AC. Cost of calls, by whatever call method used, is the only means available
to collect the necessary funding to provide the required hardware, software and financial
components for the State.
Our Cost Proposal will provide a flat rate for Collect calls, up to 20 Ininutes, for $3.50 that
terminate in the locat intraLata or interLata boundary.. Prepaid 'or Debit calls, up to 20
minutes, that terminate in the local, inh'aLata or interLata boundary "vill enjoy a 10%
discount and be charged only $3.15.
93.69% of all calls made from the DOC facilities fall into these three lata boundaries; thei"efore
. the vast majority of calls will be ver}; easy for the imnate and called party to calculate the
total call cost. lVe have taken the guess 'Work out of these rates, simplifying the billin.g f01'
the custo111.er and in.111.ate!
FSH has made a commitment to its customers that it ,,,Till work with them to offer the most
effective and robust call payment options for offenders and their faniily and friends. It is our
intent to provide options to the imnate, called party and State with Tespect to all of our
services - most importantly flexibility of call pa~{ment options.
We understand the delicate balance that the State attempts to maintain by of£eling inmates
telephone privileges at a reasonable price that allows the State to utilize enhanced secure
recording and monitoring features while also enjoying a financial return that will offset other
cost burdens.
Exclusivelv for ltV ashington Department of Corrections
;::
c::;
W!
October 3, 2005
Page 26 of 72
''-)06 9
-.,
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
COlvIPLHvfENTARY CALLS
FSB "\Nil] provide complinlentary calls to each iml1ate each year. Options to facilitate this is to
offer annually a free call to each inmate at every facility. This can be accomplished, as
suggested, on Elll imTlate's birthday 01' any designated holiday or by providing a pre-funded
Debit account for each inmate that 'would allow for a complimentary call.
PREP AID CALLIN G CARDS
II1 ad¢lition, FSH and its partners '\1I7ill also offer prepaid calling cards 'which the State can give
to inmates upon their release from incarceration. This would facilitate their ability to stay in
touch with family, contact potential employers, contact parole officer, etc. Prepaid cards may
also be allocated for the complimentary call as described above, for each imnate.
RE1N ARDING BEHAVIOR
The State may also consider using an allocated number of complimentary calls to reward
\ innlate behavior .. For instElllCe, an offender who has completed a designated program may
receive a free call, in addition to their armual free call.
These are Just a few of the c1"eative options that the State 1nat{ wish to consider adm1ting.
FSH will collaborate with the State and, as necessary, advocacy orga:nizations, to enhance the
suggested options or to develop new ones. II\! e will remain flexible and should the State
decide to change programs each year we will assist with the design, promotion and
implementation.
Call Pavment Plans - Provides FinanciaL Predictable Controls
.
FSH offers three primary types of call payment plans: Collect (paid for by the called party
via traditional telephone or direct bill arrangement), Debit (paid for by the innlate), and
Advance Pay (pre-paid account set up by the called party for use only by designated imnate,
also known as V-Connect).
Rates are available to all parties during the call b'ansaction, as required by State mandate,
further OfferTIlg financial control to either the Imnate or called party.
COLLECT
Typical outb01md collect call is made by Imnate. Rates are at or below the current tariff as
fully described in the Cost Proposal document. All TIUllate call conb'ol features of the system
and State parameters, as described tlu'oughout the Technical Proposal, are in effect duri:ng
any collect call processed.
October 3, 2005
Page 27 of 72
0070
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
Ltrrt:'tM'n-ene"worrre'
IAlhen a call is placed, the inmate has the option to select collect calling. Once confirmed, the
caD is verified against billing, facility and State block tables and the call is placed once a11 call
controls are passed. The inm.ate is then conlLected to the called party upon positive
acceptance of the call.
DEBIT
FSH recomnlends deploying an integrated debit calling application at the IN ashingtor: DOC.
Rates are belmN the current tariff as described in the Cost Proposal docum.ent. V AC
presently has severa] customers that use this application extensively through a funds transfer
process from the inmate's trust account directly into a phone aCCOl..mt that allovls the lll.mate
to place debit calls. Phone time is purchased as a commissary item in increments designated
by the customer.
The Oregon DOC also allows the inmates to make debit calls using a different management
approach. The funds are transferred from the State to the llunate's trust account where V AC
then creates or replenishes the llunates' phone accounts. Checks to be deposited into the
inmate's accoLmt are also sent to V AC from the called parties to fund the inmate's accounts.
One of the main requirements far debit is the use of secm'ed pI]\Js. Eachllunate uses their
assigned unique PTI\f to place each call. It is recommended to be a combination of the
inmate's boolcill.g number and a randomly generated sequence that follm'vs, This PIN is then
also tied to the inmate's debit fund account ,Nithil1 the system. Deposits are made. to the
account using the system administrative workstation or may also be funded by the famili~s
through V AC.
VVhen a call is placed, the llunatehas the option to select debit or collect callilLg. VVhen debit
is selected, (through diallll.g 1) the inmate's accoLmt is checked to enSUTe that adequate funds
are available. Once confirmed, the call is verified against all facility and State block tables
and the call is placed once all call controls are passed. The irunate is then corulected to the
called party upon positive acceptance of the call. The called party is advised that they will
not incur a cost for acceptance of tll.e call. Upon completion of the call, the lll.mate's account
is immediately adjusted to reflect the charge for the completed call. This assures that the
account balance vdll remall1 current at all times and inmates calls will only be allml\red if
there is an available current account balance.
From a fil1ancial standpolll.t, the System il1cludes specialized accounting functio~1s designed
to h'ack all debit account activity. hI extensive array of debit reports is available using the
VAC system "workstation. These lll.clude debit accoLmt activity detail by TIunate, or summary
for all debit activity withirt a givel! date range.
October 3, 2005
Page 28 of 72
on71
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
Again, it is important to note that ill all cases, the integrated debit product provides the
identical array of inmate call control feahues associated '!'lith collect calling such as blocked
nUlTl.bers, established maximum call length, 3-VVay call detection, allOll\7ed cal] lists, allowed
call hequency, quantity of calls and any and al] other State pmameters that me established. .
V~CONNECT
Tlu'ough its Secured Calling Solutions, FSH ComnTLmications deljvers inmate telephone
calling to correctional facilities. Together with its parhler, Value Added Communications
(V AC), FSH is introducing a ne"w application, V -CONNECT, that will allow a called party to
,establish a prepay telephone account immediately when called, allowing unintelTupted
collect calling to numbers that would otherwise be blocked. In addition, V -CONNECT will
allow caZZed parties to budget thei1' C0111111u11ications and avoid unexpected phone bill
expenses.
V\7hen an inmate at a facility places a call to a cell phone subscriber, an off-net CLEC*
customer, or a LIDB blocked LEC customel' the called party ,vill be automatically cOIUlected
to the V-CONNECT system that will provide them with the opportunity to establish a
prepaid account and start 'receiving calls from the inmate immediately.
* An off-net
CLEC is a Competitive Local Exchange Carrier with whom no billing and collection
agreement exists.
How V-CONNECT VV01·k.S
V-CONNECT allow'friends and family of an inmate to set up an account so they 'can receive
collect calls from an inmate at the facility.
,Nhen a call is placed to a telephone number that requires.V-CONNECT, the called party ",Till
receive insh"uctions from an automated operator informing them thatthey have thTee
options:
• Dial a '4' and setup ail account immediately;
Co
Dial a '5' and Teceive a one-time comDlimentarv 60 second call; 01"
=
Ii>
Hang up. The customer has refused to set the account up at this time.
The option messages will be played both to the called party and to the iml1ate to keep him
informed of what is happening. HoweveT both parties will not be able to communicate to
eacil other.
If the called party dials a '4' to setup an account inunediately, he will be connected to a live
operator who will facilitate the tTansaction. The called party will be able to establish a VCONNECT aCCOl,mt via credit card or other methods,
October 3, 2005
FS, H CQ;rr;,~~irltE~~i.6 n $
"--
Page 29 of 72
0072
. State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
The inmate placing the call will be played a message stating that the called party cannot
. accept collect calls yet and to please try again later. TIle inmate 'Nill be asked to wait at least
30 minutes before trying to call the number again in order to provide the called party time to
establish an aCCOlmt.
Ifthe called party dials a '5' the inmate 'vvill be allowed a one-time, complimentm:y 60 second
call to facilitate the account setup process "'lith the called party so that future calls to the
te~ephone number Cill1 be completed. After the free call to the called party is used the calted
party INil1 no longer be offered th_e free cal] option ill the introductory m_essage.
Up to five attempts will be allowed to a telephone number that requires Hus alternative
billing option. After the five call attempts without the a·cCOl..lnt being established, calls to the
number will no longer be allowed and wil] be blocked. The aCC01.mt must then be established
manually.
Once ill1 account is established, calling ,vill be allowed as long as hmds are available in the
account As the account balance nears zero/ the called party will be played a message with
insh'uctions to contact the call center t6 add funds to the account so that calling is not
interrupted. As a customer's calling nears its credit limit Advanced Pay account balance or
the site threshold, the system "vill begin to playa Ivarning ni.essage. This is referred to as the
critical limit. Calls are then blocked at the point the remaining balance is less than the ayerage
cost of a call. This is referred to as the block limit.
V-COl\TNECT Account Set-up
Accounts can be established immediately when the V-CONNECT automated attendant
contacts the called party.
To establish or fund a V -CONNECT account manually using a credit card/ contact V AC at
800-913-6097. MasterCard and Visa are accepted.
Payments by mail with lv10ney Order or Cashier's Check should be sent to:
VAC - Advance Group
P.O. Box 941366
Plano, TX 75074
"'"
October 3, 2005
=
Page 30 of 72
0073
State of Washington Department of Corrections
CRFP6446- Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
5.1.5 (MS -1.0) Facilitate offender, their families, and other public users ability to predict and
monitor costs. Describe in detail the policy and procedures of handling customer
complaints.
+
FSH Response:
As noted above, il\7e are offering a predicable rate plan for collect and prepaid/debit calls. To
further facilitate the inmate and the called party TIl managing calls and cost the V AC system
provides call control features that suppmt the ability to budget, predict and monitor costs.
To recap, the rates that have been proposed, allow all parties to easily manage their budgeted
calls and predict their billing.
Listed below are the call control features that speCifically support this requirem.ent:
Rate Ouote:
The State of IN ashington requires that all calls provide a mandatory rate quote prior to the
called party's acceptance. The V AC system provides this quote for each taliff type of call
traffic --,- thus providingJull disclosure prior fo the called party taking the direct action or
depressing m dialil1.g to accept the call.
Positive Call Acceptance:
The VAC system i-equires positive call acceptance and therefore requires the called party to
take an affirmative action to accept the inmate call and ackno·wledge the billing that will
ensue.
Called Party Initiated Blocking
The VAC system allol'vs the called party to eliminate any future calls from the il-unate
through the proactive dialing of numbers on their telephone keypad when each call is
received.
Completed Calls Limitation
The State can decide to allow a reasonable number of calls for each imnate ill a specified
period of-tilne. Tbis can help limit the nmnbei- of calls by imnates and reduce any tension
that may have resulted from an excessive number of calls that the called party may have
wanted to refuse.
October 3, 2005
Page 31 of72
0074
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
Declined Calls Limitation
The State can set a Teasonable numbeT of call attempts at which point any future calls to
any number that had been declined at the established level would be blocked, lim.iting the.
ability for haTassment.
ABILJTYTo REGULATE CALL CHARGES
\Vithin the VAC call processing system, there <;lre various limits that the State or individual
facility can establish to regulate the call velocity for imnates. TI1is can also be managed on an
inmate specific basis through the use of PINs. Specifically, the number of calls by debit or
collect by day/weeki or month can be controlled. This is one measure that can serve to
prevent exorbitant calling.
In addition, the State or individual facility has the ability to set limits and cap spending
within a specified period.of time. Example settings using this call control '''Tould be:
..:.
Set the High Toll Threshold at $250 in a 30 day ?eTiod
As a customer's calling nears its credit limit - in this case $250 of collect calls that 'were
made by an inmate within a given 30 day period - the system will begin to play CJ warning
m.essage.
+!+
Set the Critical Limit at $1? .50
Again, in this example,. the critical limit of $12.50 would initiate the 'warning messages
once the inmate reached $237.50 ($12.50 from the maximum allowed). This is r~ferred to
as the critical limit.
+!+
Senhe Block Limit at $'1.50
In the example given, calls would then be blocked at the point the 1'emaining balance is
less than the average cost of a call., This is referred to as the block limit.
INMATE DEBIT
.ThTough the use of debit calling, the inmate is directly responsible fOT paying the chaTges of·
. their calls. \i\Then a call is placed, the irn11ate has the option to select debit or collect calling.
The imnate also has the ability to check his available balance prior to placing a call. \i\Then
debit is selected, the inmate's aCC01.mt is checked to ensure that adequate funds aTe available.
Once confirmed, the call is verified against all facility and State blocl( tables and .the call is
placed once all call contTols are passed. The llU11ate is then cOlU1ected to the called party.
upon positive acceptance of the call. The called party is advised that they will not incur a
cost for acceptance of the call. Upon completion of the calt the inmate's account is
immediately adjusted to reflect the chaTge for the completed call.
October 3, 2005
Page 32 of 72
0075
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
PREPAID PLANS FOR THE INMATE'S CALLED PARTIES
As lTl.entioned ill 5.1.4, the V-Collll.ect PTOgram allows called parties with CLEC, cellular (as
permitted by the State) or other un-billable local exchange service to establish a prepaid
account.
The V-COlU'lect application is seamless and automatically implemented upon
receipt of a non-billable response fTOm V AC' s validation services.
Accounts can
immediately be set up through a variety of payment options including credit cards, direct
billing, or thTOugh secured payments such as money orders and cashier's checks.
PROCESS OF HANDLING CUSTOl\1ER COMPLAINTS
Requests for repair, service or billing concerns may be made via email
(PAS.Tcinmate@qV\7est.com) to the FSH Corrections' Customer Service Team 24 hours per
day; seven days a week, till-ee hundred and sixty-five days per year.
Another option is for the customer to call the FSH Customer Care Center at 800-592-9488
which will connect directly to our Inmate Specialists who will obtain the specifics and
dispatch local technicians.
All dispatches, emergency and non-emergency, are tracked from initial request through
completion. The Customer, Joanna Sissons, FSH Account Executive and the State's slll.gle
point of contact, the Technicians an.d their lv1anager, as well as our teclmology associates 'I\Till
also be notified of dispatch to ensure contractual compliance and .the State's complete
satisfaction. A complete Trouble ReportiIlg and Escalation document will be pTOvided to the
State and all necessary persol1l1.el.
.
In addition, FSH is always open to any customer suggestion on ll11proVlll.g its processes. lIVe
pride ourselves on our timeliness, as many issues are addressed and resolved the same day.
In situations that require additional time we communicate immediately vlhen or if there will
be a more lengthy response and provide a targeted timeframe for completion.
There is also a VAC system suppOli group known as the TAC (Technical Assistance Center)
which will pTOvide customer service/tecluucal support tvventy-four (24) hours a -day, seven
(7) days a weel< basis, three hundred and sixty-five (365) days a year. Many systc111-1'elated
p1"oblems can be reinotehr c01'rected front the TAC without a field dispatch. FSH persol1l1el
have access to the system's Trouble Ticket tracldll.g, and should trouble be detected
immediate action is taken by the remote service engineers who ll1 most cases can repair or
Teboot the system without the County's notice of a problem. If an on-site person is requiTed,
VAC TAC has the ability to escalate trouble reports as well as dispatch tecluucians. V AC
sh-ives to provide superior service level agreements by dispatc1llilg Tepair personnel
promptly after reasonable notice has been given.
---
_a;£iL&
October 3, 2005
Page 33 of 72
0076
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
The System is 'continuously 1TlOnitored 24 hours a day by the Tec1mical Assistance Center
(TAC). An alert is generated im.mediately if a problem occurs that could affect system or user
functionality. The ell,phasis· placed on monitoring and maintenance is unparallel in the
industry. In a recent study VAC Svstem up time was independently measured at 99.999%
at the Federal Bureau of Prisons 104 networked sites.
FSH OFFERS A Ul\TIQUE SERVICE TO ALL01N INlIMTES THE ABILITY TO REPORT REPAIR
ISSUES TO A RECORDED SYSTEM:
FSH's INMATE COMPLAINT SYSTEM
Described below are processes currently III place to efficiently respond to Inmate, Customer
and Stalf complaints, questions or concerns. In addition, FSH is always open to any customer
suggestion on improving its processes. \I\le also pride ourselves on our tllneliness, as many
issues are addressed and resolved the same day. In sihlations that require additional time I,ve
cOmIDl.TIucated immediately when or if there will be a more lengthy response and provide a
targeted timeframe for completion.
TIle inmate uses a regular inmate phone which accesses a Toll Free number (which is
programmed in the system as allowed') that calls ll,to the FSH Customer Services Center.
TIle ll,mate reaches a recorded message with insh"uctions on how to enter the cOluplall,t ll,tO
an automated voice mail system.
There are no live operators involLied directly with the inmate
and all complaints are recorded. \tIJ A DOC staff time is greatly reduced with this process, and
the Irunate has some control over their concern and can expect timely resolution. FSH
continuously analyzes call volumes, response times and customer feedback so that
enhancements can be made.
I
The follml\7ll, g is an eXal!lple of how the hllTIate Complall,t System process works at the
Oregon DOC. Insh"uctions are printed in English and also available iIl Spanish, and may be
posted near the inmate phones or distributed directly, as the COl.TITty sees fit.
October 3, 2005
Page 34 of 72
0077
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, R~cording, Monitoring
TECHNICAL PROPOSAL
,.. ......!rJ:rm:a:W"D:::''P
FSH Imllate Direct Voice Ivlail Ivlessage for Repair
The following is the message (in italics) that the Inmates hear when calling the FSH
Repair Voice Mail Service:
"Hello! You have reached the inmate repair line for FSH. To al101,ji us to handle your request, please
answer a few questions about the inmate payphone location and problem. A tone will follow each
question. Please answer the question after you hear the tone. Following your answer, please press 1
to hear the· next question. If a question does not apply to you, please say so b~fore pressing 1. "
1. JiVhaf is your name and SID number? Answer & Press 1
2. JiVhat is the name o/the correctional facility? Answer & Press 1
3. !if/hat is the location of the payphone in thefacility? Answer & Press 1
4. Describe the trouble you experienced and the date it happened. Answer & Press 1
5. Provide us the telephone number, & the area code where you are calling to. Answer & Press 1
6. Repeat any operator messages you heard. Answer & Press 1
Thank you for using FSH Secured Calling Solutions. We apologize for any trouble you have
experienced.
Note: No live answer is provided. Do not Slvear or llse profane langl/a!!e - calls of this nature will be z){fssed
011 to prison authoriiies.
.
FSH EIIVlensaje del Cor:reo de la Voz del p:res~
E! siguiente es el mensaje (en la escritura de cursiva) que los Presos oyen aillamar e!
Servicio del Correo de la Voz de la Reparacion de FSH:
i "Hola! Usted ha alcanzado la linea de la reparacion de preso para FSH. Para permitirnosmanejar
su pedido, contesta pOI' favor unas pocas preguntas acerca de la ubicacion de preso y prob:lema. Un
tono seguin] cada pregunta. Conteste porfavor la pregunta despues que usted aye el tono. Siguiente
su respuesta, aprieta par favor 1 en oir la proxima pregunta. Si una pregunta es no aplica a usted,
dice pOl' favor tan antes de apretar 1. "
1. ~Que es su nombre y el 7ntmero de SID? respuesta y prensa 1
2. ;, Como se llama lafacilidad correccional? respuesta y prensa 1
3. ~Que es la ubicacion del payphone en lafacilidad? respuesta y prensa 1 .
4. Describa el problema usted experimento y la fecha que 10 sucedi6. respuesta y prensa 1
5. Proporcionenos el n"Llmero de telefono, & el c6digo postal donde usted llaman a. respuesta y prensa
1
6. Repita cualquier mensajes de operario que usted oyo. respuesta y prensa 1
Gracias para utilizar el Publico de FSH Conseguir acceso a los Servicios de Soluciones. Nosotros nos
.
disculpamos para el problema que
usted ha experimentado.
October 3, 2005
Page 35 of 72
0078
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
ISSUES REPORTED BY INl\1ATE - EXA]\1PLE
BILLING ISSUES:
If you hear the operator message: "This number is not authorized to accept collect calls."
the called party will also hear the message and the)) must contact Value-Added
Communications at 1 800786-8521.
REPAIR ISSUES:
Report only these problems 011 the Voice Mail ~Number
1. A phone has physical damage.
2. A number does nat accept blocked or private numbers.
3. An area code or prefix does not work.
4. Cut offs dUling a non-debit Collect call.
(If 3-way or call forwarding features were not used.)
5. You always hear a ring, but no one answers.
DEBIT CALL ISSUES:
For :resolution of Debit Call problems contact VAC in writing by mail at:
VAC, INC; ATTN: ORDOC Debit; P.O. Box 941366; Plano, TX 75074
, Please be sure to state what the problem is as specifically as possible:
~. Debit deposit issues.
2. Refunds for disconnects on debit calls.
3. Other debit account issues.
OTHER PHONE ISSUES:
1. All issues with yom PIN mmlber.
2. Fraud or stolen PIN accounts.
3. Phone number approvals.
For the above problems contact the Inmate Phone Specialists by written communication to:
Inmate Phones Specialists, 2575 Center S1. NE, Salem, OR 97301
October 3, 2005
Page 36 of 72
0079
State of Washington Deparlment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
A FSH employee clears the mailbox a ITUninl.UlTl of three times per clay. FSH dispatches a
trouble ticket to the appropriate responsible party (e.g. FS}-t GTL, or VAC). If the im1l.ate
experiences a can't call out" issue we research it to deterrnine the cause and offer resolution
as necessary. Reports are generated for the FSH Account Executive aI'ld Support Team, the
Facility and any impacted Vendor. Report consists of the following fields:
/I
l. Date of Call
2. FSH Employee Name
,.,
o. Ivlailbox Number
9. Call To NL'lmber
10. Operator Message
4. Inmate Name
-
8. Problem
11. Trouble Code
5.
sm or PIN
12. Status Code
6. Facility
7. Phone Location
"-."
13. Resolution
14. Date Resolved
Rates, Call Options, Procedures and Customer Service material will be fiunished to the State
and each facility. We highly encourage the State to make this material available to Inmates
and their loved ones at in-take and visitation contact points, as well as on the State's DOC
website. huormation is power and we are here to provide as much material as possible to
assist the State in promoting a healthy environment for the Inmate population.
We strongly believe that providing this information via the actual system through the
numerous prompts and announcements described in the Technical Proposal, as well as
partnering with the State to provide printed material, will allow all parties to be well
informed and capable of managing their individual budgets.
5.1.6 (MS - 1.0) System management including the ability to update offender call list and 4 to 15
digit personal identification number (PIN) number within one business day.
+-
FSH Response:
FIN ADMINISTRATION
}iSH proposes the use of secure, random PIN generation; automated PIN interface to the
State's booking system; inclusion of the complete State Bar Association List and an Offender
Call List. These feahues, '''Then used together, significantly reduce administration time and
enhance the security of the calls themselves and for the called parties.
As the \!\fashington Department of Corrections is well aware, the use of tnmate PINs provides
extensive investigative capabilities. Reducing adminish'ation and ensuring that the PIN is
October 3, 2005
Page 37 of 72
0080
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
secured are essential to the State DOC enviTOnment. Secured PINs are an absoh.Jte
requirement and in order to ensure that PINs are random and therefore secure, FSH
recommends using a cop.l.bination of the llUll.ate's booking number plus a .randomly
generated PIN sequence to avoid duplication or sequential numbering.
For the State of Washington, FSH also pTOposes the use of a combination of the imll.ate PIN
plus V-PIN, VAC's Voice Recognition capability that provides the optimum method of
establishing the authenticity of the inmate placing the call by performing Inmate Speaker
Identification. \Alhen the Inmate makes a caD for the first time he must enter his PIN and is
prompted to speak his name twice. After the initial registration whenever the imnate places
a caD he must enter his PIN and speak his name at the prompt. The spoken name is
compared to the original voiceprint registration for the PIN and, if positive, the caD is
allov\7
ed. If negative, he is prompted for a configured number of allm,ved retries. Name
recordll1gs can be reset fTOm the administrative workstation.
FSH also recommends using an automated PIN interface whiel1 will automaticallv
synchronize the System database to the source system database - in this case the Washington
DOC's booking system, through a simple comma delimited file transfer which would
provide the database of all active inmates. The database synchronization wiD be pTOgrammed
to occur multiple times a day on a schedule that will provide the optimum benefit for the
State.
This svnchronization si!2TIi.ficantlv reduces and virtuallv eliminates the staff
=
.
admllustration typically associate~ with PIN based systelns because the administration is
automated and performed on a scheduled basis through the booking systeln. The inInate
PIN is active after ll1put and can be used immediately with no \vaitll1g period.
INMATE ALLOWED CALL LIST
There are several options thTOugh which the Offender's Call List can be populated and
malll.talll.ed. One important factor that should be considered is the State Bar List. The system
can establish special call handling procedures that would be applied to all privileged
numbers through the use of the Special Numbers Table. It is recomlnended that the State
choose the option to include the Bar list, even though there are dedicated phones for the
imnates to place attorney's cans. The Bar list can be set as "Do Not Record" and any
numbers that are conb"olled through the Special Numbers Tables will not be counted against
the total number of telephone numbers resident on the Imnate's Allowed Call List, thereby
reducing administration sigluficantly.
Once the state has decided on the number of names to be 'allowed on the call list, typically 20
- 25 names aTe allowed, the Sel:f Leam Feature of the system can be turned on. This will allm,v
the llunates to place calls and automatically populate the allml\7ed call list until the n1aximum
. October 3, 2005
Page 38 of 72
0081
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
established lTmnber is reached. Reports ca11 be rim to show the State's investigators called numbers
thai appear 071 more than one inmate's listforfurther i71vestigation.
FSH highly recommends the features and processes noted above for complete security,
ease of use and the immediate and timely update of PINs and Offender Call Lists. Should
the State, however, wish to actively approve Offender Call Lists prior to calls being placed
FSH will work with the State to implement this manual process, taking the lead for the
ongoing maintenance of the lists. FSH guarantees that the offender PIN list and allowed
call list will be updated a minimum of once a day.
Call controls and contact managem~nt features go hand-in-hand in OTder to have the most
effective and secure call monitoring and recording system.
l
SYSTEM IVlANAGEMENT & ADMINISTRATION
DOC SYSTEM MANAGEMENT
Operating hours
The VAC ITS offers complete flexibility to set the operating hours for the i.runate telephones
by day of week and hour. In addition to general operating hours, "vhich can be established
for the entire facility, the State has the. option to. control a group of phones or individual
inmates' call1llg hours. For example, an inITlate who is a trustee may have extended call1ll.g
hours wIllie an inmate who has abused phone privileges may be restricted to limited call1ll.g
hours. A separate holiday schedule may also be established in order to offer alternate calling
on these defined days. Once these schedules are established, callul:g is automatically
conh'olled by the system. No adminish'ative llltervention is requiTed.
Call Length
Each call will be timed based on the parameters designated by the State, typically fifteen (15)
minutes. USUlg the workstation, general class of service specifications 111.ay be established for
a facility-,I\Tide call duration that would govern all imllates .. Alternatively, imnate-specific call
duration may be established through the use of PINs. LastlYI various groups of imnate
phones may be specified with unique call durations.· For example: III the infirmary, calls
may be limited to 5 mllTutes, in common areas, 15 minutes. One (1) mlllute prior to
expiration of the established maXimUlTI call duration limit, the system 'will playa warning
TONE or audible a1Ul01.111Cement, i.e. "One minute remaining. At the end of that one (1)
minute, the system wiil terminate the call.
October 3, 2005
Page 39 of 72
0082
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
The system "\vill allo'vv persOlme] to have IMJVIEDIATE ACCESS to system control feai:ures
Sll ch as call blocking, call timers, system reports, alarm parameters and real time display of
activity for each inmate telephone (per security allO\ved).
Inmate Phone Disabling
The System provides the ability to enable or disable inmate phones on demand through any
system ,vorkstation. The function, enable/disable inmate phones permits the user to disable
individual inmate phones, living unit>? or the entire facility. In addition, phone shut-dovln
may be accomplished" gracefully" shutting down all phones once the currentcoD"versation is
complete or abruptly, terminating all calls and performing phone shut dOlt\7n immediately. It
is important to note that this fLU1ction can be performed from a remote workstation - whicll is
useful in an emergency situation where the site workstations may not be accessible.
V AC SYSTEM MANAGEMENT - 24/7 SYSTEM MONITORING
.-
VAC' s overridll1g commitment is to the operational reliability of all installed platforms.
Support of all systems continues after installation througIl extensive 24/7 remote diagnostics
by V AC' s Host Monitor system, results of which are constantly re"\liewed -24 hours a day, 7
days a week - by VAC's Tecmucal Assistance Center.
The Host MOlutor provides diagnostic capabilities that can be accessed via remote
commUlucations. Remote diagnostics include the ability to test trunks, telephones and make
test calls from a remote site. Systems are constantly mOlutored using these internal
diagnostic capabilities. Performance outside the "norma1'! range of operations will h-igger an
alarm to notify facility peTsonnel. In addition, each system is polled. nightly thTough an
ice
automated pTocess. Any sen7 condition encountered during tlus polling triggers an alarm
that will be llwestigated and resolved as appropTiate without the facility's intervention.'
-vAC SYSTEM UPGRADES: ASSURING CONTINUOUS QUALITY
All new software releases are presented to QA for development of a test plan. Upon
completion of any software Telease or hardware modification, the QA team conducts a
thoTough evaluation that includes follow up confirmation of any associated documentation.
Any discrepancies or functional gaps that aTe identified aTe TetuTned to the ll1.itiat:il1.g
departmen! for corTection and scheduled for re-test. All software releases must be tested and
approved by theQA department before any new product or product upgrade can be released
for distribution. QA also conducts a Final QA Test on each system order. All schedules
lllclude tIus step and no system will be slupped 'without the approval of the Quality
Assurance Deparhnent.
October 3, 2005
Page 40 of 72
0083
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
In addition, the QA departnlent is respon.sible for the control of the documentation library
and the creation and updates of all product user manuals. All service meas are staffed ,Nith
the necessaTY support persoIUl.el to ensure that an cusiol1'ler expectations are 111et and/or
exceeded.
\lAC has two major softvvare releases annually INhicb .are rolled out to all facilities on a
scbeduled and coordinated basis. Releases are usually 'uploaded rem.otcly dur£ng non-calling hours
to ensure m.inimal disruption and 7-ue would work with FSH and designated jacihty peTsonnel to
ensure that there is no affect to on-going operations. Ar1)1 training that m.ay be required as a result
of the upgrade is also coordinated and scheduled with the facility.
5.1.7 (MS -1.0) Exist within current allocated physical space within the institutions and HQ.
~
FSH Response:
VVhile the State INill have the choice to select bet'iI\Teen the current soft'iI\Tare provided thTOugh
the existll"lg System 100s ll1 both the "iN aslllilgton State Penitentiary and Airway Heights
facilities or the new software depicted in the demonstration that has been included with this
RfP, all new call processing hardware will be installed. The new hardware requires a
smaller footprint thall the existing system and therefore will fit within the space that has
been allocated 'vvithin the "iN ashington State Penitentiary & Airway Heights as well as all
other W A DOC facilities. The HQ location will only require three workstations for
installation.
fiti~i~~~1~~t~1~~;t~¥[~lr~I~I~~i~!~
Digital THUlk Capacity*
Up to 1536 stations x 1536 trwllzs in 4 Racks
Analog Tnml Capacity*
Up to 1536 stations x 1104 h"unks in 4 Racks
Half-height Stand-alone System
24" x 37" x 48" Max: Analog: 96 stations x 72 trunks Digital: 96 x 96
Full-height Stand-alone System
24" x 37" x 76" Max: Arlalog: 288 stations x 216 h"LUlks Digital: 288 x 288
EnvirOlUllen tal
Temperature: 35-90°F; Humidity: 2-98% non-condensll'lg
Pm,ver Requirements
115VAC, 20 amps (up to 2 required in Full-height Rack)
FCC Certification
Meets the requirements of FCC PaJ:t 68 and Part 15
Voice NetvvOl'k Interface
Digital & Analog
Windows 2000'p
Operating System
.* For compclJ:ison pUll'oses only. There is no theoretical system capacity limitation.
All existing ilUTlate telephones "will i'emalll in place unless the State Teq1..1ests ally additions or
deletions .. This will alleviate facility disruption alld allow for a timelier lll.mate call control systein
C1..1tOlrer.
GtIA&b5I
October 3, 2005
Page 41 of72
0084
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
5.1.8 (MS -1.0) "24/7" (24 hours a day-7 days a week) availability of offender phones.
""PSH Response:
Offender phones are available for use 24 hours a day, seven days a week. The State, may
choose to reduce access h,ours as it deems necessary, and the System 'vvilJ easily acconnnodate
such limitations by individual inmate, by location within a facility, facility or State-·vvide.
State Support - one call does it all!
It however, there should be circumstances that limit the access - either due to the system
hardware or softvvare, or the phones themselves, FSH guarantees the State mall'ltenance and
repair services 24 hours a day, seven days a week. A single phone call to the FSH Corrections
Customer Care Center will immediately illitiate action!
FSH defines Local Service as all services provided by the FSH Corrections Team ll'l support of
WA DOC which is identified as Key Personnel (e.g. V\Tashington based Account Executive,'
Technicians, Customer Service, Repair and Dispatch, etc.).
Emergency service will be responded to within two (2) hours; and non-emergency service
will be dispatched within four (4) hours. FSH agrees to respond to repair requests from \I\fA
DOC or its designated Agent by arriving at the site promptly after reasonable notice has been
given. This response will be provided 24 hours per day, seven days a week, three hundred
and sixty-five days per year.
Requests for repair OJ service maybe made via email (PAS.Tcinmate@qwest.com) to the FSH
Corrections CustomeI Service Team 24 hours per day, seven days a week, and tlu"ee hundred
and sixty-five days per year.
Another option is for the State to call the FSH Corrections Customer Care Center at 800-5929488 which will connect directly to our Imnate Specialists \I\Tho 'will obtain the specifics and
dispatch local tec1uucians.
All dispatches, emergency and non-emergency, is tracked from initial request through
completion. The Customer, Joam'la Sissons, FSH Account Executive and the County's single
point of contact the Tecluucians and their Manager, as well as our tec1u'lology associate will'
also be notified of dispatch to ensure contractual compliance and the C01.mty's cOll'lplete
satisfaction. A complete Trouble Reporting and Escalation document will be provided to the
County and all necessary peTsollll.el.
October 3, 2005
Page 42 of 72
0085
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
OPERATIONAL SYSTEM EXCELLENCE
FSH's overriding commitm.ent is to the operational excellence and reliability of alJ installed
platfonns by its vendors. Support of all systenl.s continues after installation through
extensive 24/7 remote diagnostics by V AC' s Host Monitor system and 24/7 monitOTing of its
Technical Assistance Center, ·v\Tho are also available 24/7 for support to WA DOC.
Exemplifying VAC's Total Quality Management mission, installed system perfonnance is
periodically monitored and evaluated for possi~le product and process improvenl.ent. A
ten month study was conducted on the System 100s installed throughout the Federal
Bureau of Prisons. The tabulated results reveal less than one minute of down time per
month. The study results summary is as follows:
Average Downtime per
site per month
System Availability
Percentage
35 seconds
!
99.9988%
The System will be equipped with diagnostic capabilities and advanced prograrruning that
can be utilized on-site or accessed via remote communications. The VAC TAC Staff is hained
to operate these ulformational tools to track system activities, evaluate system Inetrics and
provide statistical analysis of metrics to provide quick'-detection of System abnol1.nalities and
suspicious trends. Remote diagnostics ul.clude the ability to test tnmls, telephones and make
test calls from a remote site.
Systems are constantly monitored using these lll.ternal diagnostic ·capabilities. PerfOTmance
outside the "Normal" range of operations will trigger an alarm to notify facility perSOlUl.el. In
addition, each system is polled nightly through an autol1:l.ated process. During this J:outine,
call records are collected for prOCeSSlll.g and redundant storage. Any service condition
encolmtered .durll1g this polling triggers an alarm that is investigated and resolved as
appropriate.
Many system-related problems can be remotely corrected from tl1e TAC without a field
disp atch. FSH personnel have access to the system's Trouble Ticket h"acking, and should
trouble be detected immediate action is taken by the remote service englll.eerS 'I\Tho lll. most
cases can repair or reboot the system without the County's notice of a problem. If an on-site
person is required, VAC TAC has the ability to escalate trouble reports as '''Tell as dispatch
technicians. VAC strives to provide superior service level agreements by dispatching repair
persolU1el promptly after reasonable notice has been given.
October 3, 2005
Page 43 o~ 72
0086
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
\lAC REP AIR RESPONSE COMMITMENTS
.-'
Prioritv Level One - Major
Priority Level One or Major events are defined as follows:
• Any condition related to equipment or services provided by \lAC resulting in the
unplanned, Ul1authorized intelTuption of all calling activity at 25%01' more of the phones
at any single correctional facility, regardless of the total account size. This includes: a
primary server out of service, database corruption, or any system-related e"\Tent th.at
would create an atmosphere w1;lere the V AC system is unable to facilitate inmate can
processing.
.. Any condition related to call recording provided by V AC (if applicable) which results' in
the loss of call recording capability.
• Any condition related to call processing which results in removal of critical call control
features throughout the facility's imnate phones - providing the ability for inmates to
a'ccess an unrestr'icted outside line.
• Inability to comm1.rrUcate to the system via workstation or terminal
• Inability to block or l.mblock calls
• Frame relay netvvork outage which would result ill LIDB validation failure and rem.ote
diagnostics capability faifure
e
hlability to poll CDR's via frame relay
.. Server or other system critical hard disk utilization: ~ excess of 80%,
e
hladvertent recording of attorney calls requirTIlg call recording removal process.
Time Frame for Response - \lAC will respond to all Priority Level One events within one (1)
hour of receipt of the report.; 24 hours a day, 7 days a week, 365 days a year. Target resolution
time for such events is eight hours.
Prioritv Level Two - Minor
Priority Level Tvw or Mill.OI problems include the follOll\7TIlg conditions:
• hlability to prTIlt a repmt
.. Reconciliation problems with TIunate debit fund account
• Any condition related to equipment or sen ices provided by VAC resulting TIL the
l.1.11plalll1ed, unauthmized intelTuption of call1llg activity at 24% or less of the TIunate
phones at a facility, regardless of the total aCC01.1.11t size.
7
Time Frame for Response - VAC will respond to all MTI10T events within 8 hours of receipt of
the report, 24 hours a day, 7 days a week, 365 days a year. Target resolution time for such
events TIL tV\7enty-four business hours*.
_.'
October 3, 2005
Page 44 of 72
!JOB7
State of Washing/on Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
Routine Requests and Activities
All questions regarding system operation by facility or administrative persOl:mel
• Questions regm"ding repOTt generatjon or blocking/unblocking
• Changes to illll1ate information or database updates.
• Problems outside the scope of the VAC system including facility-o-vvned LAN, any
facility-owned computers.
Time Frame for Response - VAC will respond to all Routine events ·vvithlll 24 hours of receipt
of the report. Target resolution time for such events is seventy-tvvo business hours*.
*Busllless hours are defined to be: 8:00 A.M. CST to 5:00 P.lv1. CST Monday to Friday
"_/
..;....
October 3, 2005
..
.,Jions
.:.;,~.
Page 45 of 72
()088
.~. ,FP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Oepaltment of Corrections
TECHNICAL PROPOSAL
4m::sa
l&!ilillllWWZlL
Trouble Ticket
Flow Chart
Hard,vare
Issue
~"1 T~'ouble I... TechnicalVAC Clr
. ~. T1cl~
Assistance
t
Issue Resolution
It
Issue Resolution
Site
-I
Software
Issue
Manufactming
Issues a
Retum Material Auth .
VACTAC
Creates Problem
I.
VAC Software Eng.
CM
Fail
Notified
Software Eng.
Rdrim.v
.... ~-\
',-,
C>
CO
CD
rJ--'
-----Create
Software Challf!e Notice
Q/A
Q/A
Tes~inf!
Facilily
Review
October 3,
-e-+
~#,'i'"~ .r~~ti1~~ii;'.•. ,..
2PSH CQ:nJifJ;l!!klirtl~9J,(inS
..
"j:"'-.~-
Syslem
Test
Software
Load
Software Change Notice
Executed
Page 46 of 72
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
5.1.9 (MS -1.0) Further DOC Policy Directives 450.200 and 450.210. (Attached as Exhibit F)
-7 FSH Response:
FSH has read the State's Department of Corrections Policy Directives 450.200 (Telephone Use
by Offenders) and 450.210 (Offender Telephone Monitoring and Recording). live believe that
the proposed system will provide for as well as exceed, the requirements set forth in the
directives. The follQ\lving are sonl.e examples of how FSH's offer 'vvill further the DOC Policy
Directives:
Il
PIN administration including assignment, changes and tracking will be significantly
enll.anced via automated processes and robust reports
•
Provide the highest quality of monitoring and recording tec1mology at allI5 WADOC
sites. Provides ease of use and effective management of prison irunate phone security .
. Guaranteed system support 24 hours a day 7 days a week.
•
Support deaf and hearing impaiTed offender telephone calls by providing telephones
with amplified handsets and TTY/TDD machines. All TTY/TDD 1..mits can be used on
either regular inmate phones are staff phones and come standard with teletype type
tapes for monitoring inmate conversations. TTY /TDD type calls INill be timed for 60
minutes per the Policy Directives .
.,
Guaranteed reliable imnate call conh"ol system with feaTIlTes that allow for outgoing
only collect calls and block three way call activiST.
II
lTisure offender call limits by timffi.gof collect calls and phone set availability.
Cl>Protect the public from mn\7Elll.ted inmate calls by providing notification that the call is
coming from Ell1 inmate institution, allovdng the end user to block theil" nmnber from
future calls and many other additional security features.
e
Provide reliable security features that allow for conh"01lil1g irunate crimil1al actiVity
from ilunate telephones.
e
Assure inmate/attorney privacy with the provision of totally sepaTate phoi1es that are
not part of the V AC call control system IJ\Thatsoever and therefore not monitored or reo
October 3, 2005
Page 47 of 72
0090
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
FSH 'vvill work 'vvith the Correctional Intelligence Manager (CIM) or his/her designee to
actively m.onitor and manage the proposed system. This activity will lllclude, among other
actions} pre-implementation documentation a sign off (Statement of 'Work); annual system
and support. inspection and financial audit; as "veIl as providing appropriate signage and
other communication material for staff} inmates and their friends and family.
5.1.10 (MS - 4.0) Look, feel and ease of use. Vendor must provide a video of 60 minutes or less on
VI-IS, CD or DVD demonstrating the proposed recording and monitoring equipment
(what the system can do for Department investigative staff). Vendor must at a minimum
demonstrate the following:
•
•
•
•
screens
reports
recording and monitoring features
ease of use
-7 FSH Response:
FSH is pleased to provide the State with a comprehensive video demonstrating the proposed
system. Please refer to the CD enclosed with the Tec1mical Proposal for more detail.
V AC operates in a process improvement environment, placing special emphasis on
customization. As IN A DOC is aware} VAC keeps their products up to date with the
latest technology by providing system upgrades at no cost. HOIlvever, "vhen
providing updates of the latest technology, system functionality can be changed III
ways that may be deemed unnecessary or undesirable by the end user.
Therefore, the video will describe the followlllg system situations:
• Classic - this is the enviromnent currently in place today at Airway Heights
and WashTIlgton State Penitentiary
• VvebBrowser - this is the environment TI1stalled at the Oregon Deparhnent of
Corrections facilities
~ \NebITS - is a new thin-client administrative TIlterface which will be provided
at Marion County, Oregon.
TIle State "\lill be ableto choose the envirQmllent that works best for tl1eln. V AC has
cust"on-iized the systems to include En1:tanced Imnate Searches TIL the CDR Browser;
updated Spy Player application; new feat.ures added to the CDR Browser Profiles
Management; ne,,,T reports as well as updates to the current ories TIL use today.
--....
October 3, 2005
Page 48 of 72
0091
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
The follDl,ving chart depicts a comparison oJ the Systenl 100 features currently available to the
"INA DOC at Ain,vay Heights and VVashington State Penitentiary and the Focus 100
capabilities, should the DOC choose to upgrade to the latest V AC product oHering.
ANALOG OR DIGITAL
ANALOG OR DIGITAL
Networkinq of Multiple Sites
SUPPORTED
SUPPORTED
Campused Solution
SUPPORTED
SUPPORTED
Trunk Interrace
480 x 384
VIRTUALLY UNLIMITED
STANDARD
STANDARD
Host Monitorinq
STANDARD
STANDARD
24/7 TAC Support
STANDARD
STANDARD
Initial System Training
STANDARD
STANDARD
System Confiquration Limits
Concentration
Follow-Up System Training
OPTIONAL
OPTIONAL
Full Channel Call Recording
STANDARD
STANDARD
STANDARD
STANDARD
90 DAYS STANDARD
. 90 DAYS STANDARD
Workstation including Printer
OPTIONAL
STANDARD
SNITCH
OPTIONAL
STANDARD
STANDARD
STANDARD
Live Call Monitorinq
On-line storage of recorded calls
-UPS - Server (15 minutes)
;PS - Workstation (1 hour)
.. Real-time Vali6ation
S~ANDARD
STANDARD
STANDARD
STANDARD
STANDARD
STANDARD
2 LANGUAGES
10 LANGUAGES
OPTIONAL; SUPPORTED BUT
LIMITED
SUPPORTED
PINs
STANDARD
STANDARD
Debit cards/calls
STANDARD
STANDARD
OPTIONAL
Visitation Phones
OPTIONAL
SUPPORTED; ADDITIONAL
HARDWARE REQ.
SUPPORTED - OPTIONAL
Voice RecoClnition
NOT SUPPORTED
SUPPORTED - OPTIONAL
Word Search
3-Way Call Detection
Multiple Language Voice Prompts
Custom Facility Announcements
SAM Robotic Archiving
NOT SUPPORTED
SUPPORTED - OPTIONAL
Jail Manaqement Interface
OPTIONAL
OPTIONAL
Commissary Interrace
OPTIONAL
OPTIONAL
OPTIONAL
v - Connect
OPTIONAL
NOTE:
ENHANCEMENTS TO THE SYSTEM 100
Additionally, on-site training "vl7ill be provided to all identified DOC peJ.'solUleL As part of the
lllstallation process. VAC's approach to trallung is fivefold.
First; on-site trailung is conducted immediately upon the illstallation of each facility to ensure
that all system users are thoroughly trained. TTailung typically lasts fOT a full day and the
October 3, 2005
Page 49 of 72
CRFP6446 - Offender Telephone System, Recording, Monitoring
Staie of Washington Department of Corrections
TECHNICAL PROPOSAL
curriculum is designed to cover the use and operation of the system from the inmate's
perspective, basic system adnl.inistration (Cal] PTOcessing, Blocks, etc.) as well as a targeted
review of the system's many investigative tools (ShadOll\7 Recording, Monitoring, Reporting,
etc.) Training wil] also cover general matters such as h"ouble l'eporting, resolution and
escalation procedures.
V AC recognizes the need to pTOvide system administration training to those responsible for
day-to-day operations. "itVhile the System 'operates in an automated fashion, it is exh"emely
helpful for facility persolUl.el to understand system controls, trouble reporting procedures,
and lllvestigative reporting options. In our opinion, a successful installation is not complete
until those who use it are comfortable with day-to-~ay operations. This is best accomplished
tlu"ough hands-on training following system activation. To this' end, MCI recommends that
tralll.ing be conducted on site as each facility is lll.stalled.
The comprehensive training curriculum is designed to cover complete system administration
and all investigative tools described below.
Introduction
Overview of the Inn1ate
hmctions and features
Workstation Access
Control
calling
System
Overview
User ID Management
Security Level Access Management
User Alerts
System Administration
Overview
Class of Service Maintenance
Living Unit Maintenance
Telephone Location Maintenance
Facility Telephone Number Conh"ol
Block List Adminish'ation
Telephone List Update
Enable/Disable Telephones
Account Overview
Add aNew Inmate Account
October 3, 2005
Page 50 of 72
0093
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
Update ImTlate Information
Update Inmate Phone List
Transfer Inmate Between Facilities
Reporting/Investigative View Calls ul Progress
Functions
SPY - Iv1onitoring
Spy - Snitch Investigator Notification
General Reporting Capabilities Definul.g Report
Parameters
Save & Reprul.t Reports
Financial Reports
Maul.tenance Reports
Investigative Reports
Monthly Revenue Reports
Shadow Recordul.g
SAM Archive CD
_
.. '
Calling Process
Placing a Call
Dialing Instructions
Direct Dialed Calls
Collect Calls
Local Calls
International Calls
Call Results Announcements
Sample Training Course Outline
Second; to further support the initial h-auwg sessions, the workstation offers context-specific
help screens to assist the user during any process. By simply pressing the Fl key, a help
windO\I\1 will appear ,Ilith contents targeted toward the ·workstation function in use.
-r-~"
October 3, 2005
PS, H ICO'i~m~C __ .'_
ion$
Page 51 of 72
U094
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Oeparlmeni of Corrections
TECHNICAL PROPOSAL
,._--_._II
----
_._-----
-------.-.
,
!i;ii~~:f=;~"r::~:~~:~::;;;j~~~:;;'~;!~!~~~;:f~~=;i:]1!
)1
i
i ,;
g. ..
lJf!J VAC_System1DD_ITS_Users :.:.
Trle \/.A.C Bvstem1 DD Inmate Teleprlone Bvstem fiTs""! is
designed to provide a system that allov,/s inmates to
~ j'ilagnurn Pro
I
place telephone cails while providing trle stafftrle tools
I····, @ SHA~O''',1 [Recording FL;
to control trle inmate's access, record cails, interact volith
i····' ~ Replicator
the inmate's Canteen account, and bill forthe call.
1····'@StationIDVaIUe-AddedCommunication ('lAC) designed the
i····· ~ Trunks
;.;
System1 00 ITS system.
i..... ~ File Initialization and Con: i
~
Tasks Menu
.t
:... " ~
: [.."
I
:.
I
',i
,'
/'
, .J
!)
',:;
)
:l
..•
$. ~ Reports
: ;,:
,i
Dialing Instructions: 1.
~ . . • Call Results
:j
Inr()ate Account Inquiry co .:. ~
~ . . • Completion Codes
., 1
lB··. System10DVeice Promp ; i
Data Conversion Preces ,,~
~ f
I±!.. ~ Call Setup
':: $. '"
I, $..•
\
,
I'
I
!.
I,
I
m··.
~. ~
n
~1
. !.
,I
:J.
II
II
II
Third; user manuals which provide detailed step-by-step documentation are provided to
each facility. VAC has also created Quick Reference Guides for easy reference ~f the Illost
used applications withffi the system that will be left with system users .
.Fourth; a refresher b·aining session can be conducted remotely tmoough '/'vebEx.
The fifth and final source of b"aining is VAC' s Techllical Assistance Center vIThich is staffed
with live technical reps that can assist the State DOC 'I\rith any question, 24 hours a day, 7
days a ,,,reek, 365 days a year.
5.2
Vendor Responses (MR)
The vendor must respond by identifying the technical requirement and providing sufficient
narrative/written responses to allow the evaluators to fully understand and assess how the phone system
proposed by the vendor meets and/or furthers the following basic operational requirements. A vendor
response of "Read, understand, and will comply" is not sufficient and may result in rej ection of the
proposal without more description by the vendor of how they propose to meet the requirement.
October 3,2005
Page 52 of 72
009'5
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
5.2.1 (MR) One-way, outgoing only service
~
FSH Response:
The System will be programnted to process all imnate calls on an outgoing basis just as is
currently the case in the Washington State Penitentiary and Airvvay Heights faCilities. No
incoming calls 'vvill be processed by the system.
Additional safeguards for the provision of out bound calls only are supplied through the
telephone company's cenh'al office trunk class of service programming.
5.2.2 (MR) Station-to-station operator announced calling
+
FSH Response:
All calls originating from the System will be station-to-station calls with automated voice
prompt$ provided to both the inmate and called party to give sufficient direction to allOll\7
proper handling of the call whether that treahnent is to accept the call (with full rate
disclosure 'as required in the State of "INashington\ decline the call OT block all 'future calls.
If desired, the inmate's language preference can be enteIed with his PIN and thereafter all
voice prompts for all future calls will be played in ,the predetermined language. "INith the
PINs application and use. of an allowed call list, a language preference may also be selected
fOT each allowed number. Calls placed to that number would utilize the specified language
automatically for the called palty announcements.
Currently, voice prompts are provided in either English OT Spanish as deteImined by the
imnate upon PIN assigmnent through, use of the allowed call list, the State may also
deSignate the appropriate language for each called party. This vvill allow all prontpts to be
played to the called party in the selected langu~ge automatically.
~Nhen
a call is placed, the System can be automatically set to provide all prompts in English
or Spanish. If ,this feature is not used, the imnate will be provided with the option of either
English or Spanish voice prompts. UFor English, press 1, Para Espanot marque 2 u. Once the
selection is made, all voice prompts for the balance of the call process are given in the desired
language. INritten dialing instructions in both English and Spanish ,,,7ill be permanently and
prominently displayed on each imnate telephone.
October 3, 2005
Page 53 of 72
0096
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
Call Setup and AnnOlllcements
The System is set up with a customized prerecorded aml.ouncement with voice prompts
reflecting the name of the facility, the imllate's' name, and instructions for· accepting,
declining, or blocking the call. This announcement also states that the cal1 will be monitored
and or recorded and that the use of three-way or call waiting will discolUl.ect the call. The
announcement can be further customized to meet the State's specific needs. VV-hen the called
party ans'wers, both the inmate and called party will hear an aJUl.Ollll.CeDl.ent shniZar to the
following:
"This is a "Carrier Name" collect call. The cost of this call is "(appropriate) rate will be quoted."
This call is from "Inmate Nmne". This call may be 171.onitored or recorded. To accept this call, Dia7
five (5) now. To decline this can hang up.
The use of three-way Dr call waiting will disconnect the call.
collect calls, dial 7-7. "
~f you
wish to block any future
The message will be played to the called party tvvo times pTior to terminating the call. The
system is programmed to peTmit the imnate to record their name during the process of
placing the first phone call and allows tvvo seconds for the recording. There are no toll
charges to the called party for listening to the call aml.ouncement. Char::;es do not begin until
the called paTty presses (or dials) the digit '5'.
1£ the call is debit, the annOlll1Cement will be modified slightly to notify the called party they
will not be billed. However, the warning that the call is monitored and recorded and the
caution against using three-way feahues '\,vill still be provided.
POSITIVE CAuAcCEPTANCE
The System will not open the talk path or begin charging fOT the call until the digit '5' is
pressed by the called party. No voice acceptance is allowed. The System recognizes standard
netwoTk indicators of call progress including ringing, busy signals, and SIT tones. AnsweTing
machines, silence hom the called party, and opeTator inteTcepts '\J\7ill .not Tesult in call
charging because the digit '5' is not pressed. Pagers and cellular phOli.eS \vill not be "validated
as accepting collect calls. The State does have the option to allow cell phone calls through
either the imnates' debit accounts 01' tlu'ough V-Connect, wheTe tlle :ill.Dl.ates' called paTties
can establish a prepaid aCCOlll1t. As mentioned, allowing inmates to call cell phones is at the
State's discretion and directive.
. October 3, 2005
Page 54 of 72
U097
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
CALL DISCONNECT
The System will discolUl.ect the cal1 as soon as either the inmate or the called party hangs up,
preventing chain dialing. If the system detects dia1 tone after the call is cormected, the call is
cut off.
VOlCEPROMPTS
The following voice prompts would explain why an illmate's call was not completed:
1. _ Your
call, was not accepted.
2. The phone number you have dialed is
not allowed.
3. This number has been blocked at the
customer's request.
4. You have a call already active.
(Another inmate is using the PIN.)
5.
6.
7.
You have exceeded the number of calls
allowed.
You are not authorized calls from this
phone location.
11. The PIN you have entered is invalid.
Please tr~i your call again.
12. YO'u have insufficient ftmds to place
this call. (debit)
13. Your account has been restricted by the
State.
10.
14. Your r;all has not been answered.
Please try your call again later.
You have exceeded the nj,L117.ber of
minutes allowed.
15.
Your call cannot be placed qt this
time. (Can't validate, etc.)
The line is (busy. Please try your call
again later.
16.
Your call cannot be completed as
dialed. Please check the number and
. dial again.
B.
The system is not available at this
time (e.g.,. after hou.rs)
9.
This pho11:e is disabled. (Shut off
through software)
17.
All lines are busy. Please tn/ 1/0U1: call
again later. (No outgoing trunk)
5.2.3 (MR) Prohibit direct dialed calls of any type
~
FSH Response:
No direct dialed calls including calls to any live operator, such as 911 and/or directory
. assistance, are ever allowed tlu'ough the platform. The system is also engineered not to'
allm"r fOI incoming calls. \I\Te recognize that incoming calls are typically not allowed because
it is impossible to monitor and/OI control the calling, thus effectively defeating the purpose
of the ITS.
.
.
Further safeguards are TIl. place through the telephone company central office trunk class of
service designation. Finally, all installed systems. will be configured 'with the current
October 3, 2005
Page 55 of 72
0098
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
blocked call tables. Access 'vvill be blocked to individual telephone numbers as \Nell as gro'ups of
numbers, including mUltiple long clistcmce can-iers via 800+, 888+, 950+, 976+ or 10XXX numbers
including inf0l111ation services, as mentionec1 earlier.
CALL SETUP
The following are examples of the outgoill.g calls only process:
1. Imnate goes off-hook receives dial tone.
2. Inmate dials PIN number before any prompts. The system begins recording of the
call.
3. If no responses withill. 30 seconds for any prompt, system will error out, return to dial
tone and erase-recorded file. The system will only create a recording for a call that
went out on a trunk.
4. If an invalid PW number is entered, the system plays the following prompt:
"The PIN you have entered is invalid. Please hang up and try your call again."
5. If PIN is correct, the system plays the followill.g prompt:
I/For a Debit Call Dial 1, For a Collect Call Dial 2/1
6. If the iml1ate selects 1/1" a debit call beglll.s processill.g.
7. If the illffiate selects 1/2" a collect call begins processing.
8. If this is the first call an ill.illate is attempting on the system then the inmate hears the
following prompt:
English: "At the tone state your name." (This is only for the first call an TIunate
makes. His voice is recorded permanently and used on all subsequent calls.)
9. "When the inmate states their name the system plays the following prompt:
"Your call is being processed." (The system plays this prOlnpt every ten seconds
during call processTIl.g. The imnate will not hear the called party until the call is
accepted.)
10. The system then validates on a real-time basis the destination number agaill.st the
inmate's allowed call list, facility blocks and for any Challenge or LIDB blocks, such as
unbillable numbers ill.cluding payphones, cell phones, and other l.mbillable numbers.
If debit, the system checks the balance of the ilunate's debit funds and verifies whether
or not the imnate has sufficient funds in theil' account to make a call.
11. For debit, if there is a valid PIN number, and sufficient funds ill. the inmate's account,
the system plays the following prompt:
October
~,
2005
Page 56 of 72
DOgE
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
Jour ca II 7.5 IJe171g processe d. "
.. . .
"V'
12. If the inlTwte does not have sufficient funds in theiT' account to make a three-minute
calt the systelTl plays the follOlving prompt:
"You have insufficient funds to place this call."
13. The following are other voice prompts that are heard if the PIN number, allowed call
list, or destination number has some other type of block on the call:
Block Denied, Or LIDB Block.
. "This number has been blocked at the customer's request. "
No number associated with the bin selected.
"The ml1nber selected does not have Cl phone number assigned."
Global Block. e.g. Director ill, Governor etc.
"The nU171.ber YOll have dialed is not allowed. "
Unable to Validate for LIDB
"The system is not available for collect calling. Please try your call again later.
II
Denied Phone Privileges by the [facility name].
"Your account has been restricted."
Problem with Debit Server.
"The system is not available for debit calling. Please try your call again later. "
Nmnber Blocked in Challenge by rcarrier name]
"The number you aie calling is blocked by [canier name].
/I
Inmates PIN is currentlv in use.
"You have a call alreadlj active. "
14. If all validations pass, the system rings the called party number.
CALL DELIVERY
15. The following are situational prompts tll.e inmate may hear:
Ring, No Answer
"Your call has not been ans·wered. Please try your call again later."
-..
"The line is busy. Please try your call again later.
_
/I
..-
October 3, 2005
Page 57 of 72
()1nn
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
S.I.T Tone
"Your call cannot be completed as dialed. Please check the nwnber and dial
again. "
Imnate Hung Up During Call
No response necessary.
All Lines Busy (Outbound Circuits)
"All lines are busy. Please try your call again later."
16. If the called party answers a debit calt the system plays the follOll\7ing prol1ept:
"Carrier Name. This call may be recorded or monitored. I have a prepaid call
from <inmate's name> at a [Facility Name]. To accept, dial '5' and wait for
connection. To refuse, hang up."
17. If the called party presses "S" to accept, the system plays the following prompt:
"T71anJc you. "
1
The inmate and the called party are now connected.
18. If the called party hangs up, the system prompts to inmate:
'-
"Your call was not accepted. "
19. For facilities with Voice Overlay, every six to eight minutes, but no more than three
times per calt the system plays:
"This call originates from INA DOC Facility Name. "
20. One minute before the call terminates, the system plays the following:
"SIT Tone" or a warning that "You have one minute remaining"
COLLECT CALL SCRIPTING - CALL DELIVERY
LOCAL CALLS:
This is a <carrier name> collect call. The cost of this call is $XX.Xx. This call is from <inmate's'
name> this call may be m.onitored or recorded.: To accept thzs call dial five now. To decline this
call hang up.
)
October 3,2005
Page 58 of 72
()1!l1
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
INTRALAT A CALLS:
This is IJ <carrier name> collect call. The cost of this call is as much as XX dollars and XX cents
, for the first minute and as m1l,c71 as XX cents for each a~ditional minute. This call is from
<inmates name>. This call may be monitored 01' recorded. To accept this call dial five now. To
decline this call hang tip.
INTERLATA \ INTRASTATE CALLS:
This is a <carrier name> copect call. The cost of this call is $xx.xx. cents for the first minute
and $xx.xx. for each additional minute. This call is from <inmate's name>. This call 111.ay be
monitored or recorded. To accept this call dial five now. To decli:1e this call hang up.
INTERSTATE CALLS:
This is a <carrier name> collect calL The cost of this call is $xx.xx for the first minute and
$xx.xx for each additional minute. This call is from <inmate's name>. This call may be
monitored or recorded. To accept this call dial five now. To decline 'this call, hang up.
21. If a u8" is pressed, the system plays the following prompt ('/VashiIlgton State requires
automatic mandatory rate quote)
"The maximum cost of this out-of-state call is a $3.95 Surcharge and $.89 per
minute plus a federal universal service charge. If you 'wish to accept and pay for
this call, dial '5' now.
22. If the called party presses ,a u5" to accept, the system plays the follOWing prompt:
"Thank you." [The illlnate EUl.d called party are then cOllll.ected together.]
23. If the called party hangs up, the system prompts to the illlll.ate:
"Your call was not accepted. "
24. If the called party presses a '7', the system plays the following prompt:
"To have your number bloclced from receiving collect calls from all prisons dial
xxx-xxx-xxxx. "
25. If IEUl.dom overlays aTe used, the system plays the follOlI\Ting pwmpt randomly:
"This call is from "1-VA DOC Facility Na111.e."
October 3, 2005
Page 59 of 72
U102
State or Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
26. At the 19-minute mark of the call the system plays the follol,ving prol1l.pt:
"SIT Tone" or "You have one 172hnLte renwining"
REMINDER - THE CALL COST STRUCTURE REFERENCED ABOVE ARE EXAMPLES ONLY.
PLEASE REFER TO THE COST PROPOSAL FOR ACTUAL.RA TES.
5.2.4 (MR) Prohibit access to live operators except as may be necessary for international calls
.;. FSH Response:
All calls are processed using V AC' s full-featured automated attendant function.
All access to live operators is strictly prohibited and blocke.d At no time will inmates have
access to live operators through the System, unless for International calls. It is recommended
that WADOC allow international calls through the debit feature only. ' TIus feature severely
limits the inmates' ability to commit fraud.
If the International debit option is chosen by \IVADOC calls may only be completed through
the irunates' debit account; therefore there is no need for live operator intervention on this
type of call. As demonstrated in response to 5.2.3, automated voice annOl.mcements will
provide the ulIDate and the called party with all the instructions necessary for proper call
handling.
5.2.5 (l\1R) Secure playback on an unlimited number of workstations via Ethernet connection
7 FSH Response:
The State of Vvashington will be provided with secure playback on an l.mlimited number of
workstations via IP protocol. TIl.e Washington DOC will be able to record recordings to a CD
for playback. TIl.ere are three types of recording options available to the State, one which is
completely secure 'and the other hvo for general use. These options are described in more
detail belml\r.
User access is via lv1icrosoft® Internet Explorer to the web server rurmul.g lviicrosoft@ Internet
Information Services. The user experience is very similar to browsing a website on the
hl.temet which makes the system very user friendly and flexible. Access to all investigative
and admuustrative features is available from a sUlgle webpage. Investigative features
include Live Call Monitoring, ad hoc user defined queries of the irunate 'call database,
October 3, 2005
Page 60 of 72
0103
State of Washington Depf5Jrtment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
investigator notes at the caD level, unlimited user defined profile templates, monitor ·tracking,
user level environmental settings, protect recordin.g from listenirlg, lock recording from
pru;1er; call cutoff, auto monitoring, and investigative reports.
The VVashington State DOC will be provided with thirty-eight (38) ,Norkstations for access to
administrative and investigative functions. All workstations and systelns ,NilI be networked
together through a high speed data netvvork that will allow access to each and every facility's
call detail records and call recordings, and vvill also allow the centralized investigators to
monitor live inmate calls at any given facility. CaD recordings ,,,rill be available for playback
immediately upon completion of the can.
"
__ 0
Each V AC workstation will be equipped with a CD burner that will allow the facility to copy
inmate recordings to CD. The platform provides digital recording of the irunate calls with
no loss ill quality from the actual can. The recordings are stored with all the pertinent call
data including the time, date, inmate, station, called number, carrier, etc. The workstation
will be equipped with a sound card and speakers that will allow the hl.vestigator to confirm
the accurate transfer of the recorded information. In addition, any State workstation that has
access to the system recordings can copy the recordings to CD if equipped with a CD burner.
\t\7hen copying the recordings to CD the user can choose between 3 options: (1) Data CD, (2)
Audio CD, and (3) CD Lite.
Data CD - SECURE - Stores the recordings with all the pertinent call data including the time,
date, inmate, station, caned number, carrier, etc. The Data CD can be played from any
Windows® 98 OS or later PC/Laptop using the V AC provided selector application (for
sortin!:!: and searching recordings on the CD) and ITSII player. The ITSII Player provides
many desirable features over competing players such as strong editing, looping, magnifying,
step function, speed up, slow down" book marking, etc. Additionally, the CD can be
encrypted using strong 3DES encryption. The intention is for the Data CD to provide a
"chain of custody" that guarantees that the recording was made on the System and has not
been altered. This could be very valuable in those cases where the origin and handling of the
prosecution evidence is being· contested.
Audio CD - Non-Secure - Records the inmate calls to CD as stan.dard audio files. The Audio
CD can be played in any CD player including automobiles, boom boxes, PCs, etc. The files
can be copied from the CD for distribution if desired. These files, as with any of the
"standard" WAY or MP3 files, can be edited with st2mdard audio editing softvvare and are
therefore would not be considered appropriate for court evidence.
October 3, 2005
Page 61 of 72
. n" 04
_I
_....
..
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
CD Lite - Non-Secure: This option is for the non-discrimiTlating user that wants to copy the
data quickly to CD and doesn't need the feature rich ITSn player or eI1CT),},tion of the Data
CD option. Additional1y, the CD Lite option allows the user to play the recordings without
the CD loading any Active-X controls or files on the playing C0111puter.
5.2.6 (MR) Telephone station equipment powered by the telephone line and require no
additional power source
~
.~-
..
FSH Response:
FSH will continue to pro-\Tide the 'it\Testern Electric lOA or modified ID2 coin-less inmate
telephones and the coin public telephones located in all existing FSH sites. TIus equipment
includes specially designed Plexiglas and standard telephone booths and enclosuTes. All
imnate telephone stations and telephone casings are designed, engineered and manufactured
to guard against inmate abuse and natural elements. Because the ID2 telephone is eXb'emely
hea·vy duty, it is recommended for installation in areas of extreme abuse. In State design.ated
areas hands free phone muts will be supplied for inmate use '''There a suicide threat is
present. Both phones aTl.d all external hardware components are manufactured of high
strength, tamper proof heavy gauge steel and a graffiti and scratch resistant finish. The
telephones require no additional power source and are pmAlered by the telephone line,
i0A INMATE PHONE
OR
MODIFIED iD21NMATE PHONE
In addition, the telephones have no parts that can be removed without a special type of tool.
This prevents damage to the phone instrument and the manufacture of possible 'Aleapons.
There are no coin slots on the telephones and the ringers are disconnected with no inconung
calls allowed.
October 3, 2005
Pag~
62 of 72
U105
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
All handsets aTe conslTucted of heavy duty pc:ilycarbonate molded plastic with no removable
parts and connected with an armored lanyard that resists stretching, breaking and pulling.
The lanyards aTe made of heavy duty steel construction' with stainless steel cable. The
telephone dials are manufachued with heavy duty metal and sealed against water and
'weather conditions. The 10A or1D2 gorilla type telephone is currently in use at many
correctional facilities .throughout the country and is built for the security conscious
environment of a correctional facility. These phones have proven to stand up to the wear and
tear of busy correction facilities arld inmate abuse.
Since there is no specification for cord length, FSH will work ","ith the State to provide
specific cord lengths at specific instihltions, if desired. The standard cord length of 32 inches
will be supplied absent any other requirements.
All telephones will be installed to meet ADA requirements which mclude proper height
restrictions and volume control handsets with hearing aid compatibility.
FSH is committed to providing the State with the needed quantity of telephone devices for
the deaf. To help eliminate the staff time needed to escort an inmate to a specific area for
TDD use, battery povlered TDDs can be provided. The convenience of not requiring power
connections, coupled with allowing the relay service 800 number to· be called through the
system, enables the inmate to place TDD calls from a regular imhate phone.
All telephone equipment is Federal Communication Commission (FCC) registered and
United LabOTatOTies (UL) approved. Sealed dialll1g instructions in both English and Spanish
will be mounted on the face of the inmate telephone. Please see below.
.
October 3, 2005
Page 63 of 72
0101
CRFP6446 - Offender Telephone System. Recording. Monitoring
State of Washington Department of Corrections
TECHNICAL PROPOSAL
FSH
._/
FSH LNMATE TELEPHONE INSTRUCTION CARD
GTL Subcontractor Inmate Telephone Equipment
GTL telephone equipnl.ent will remain in all GTL existing sites. Inmate telephones are line
powered and require no additional pm,ver source. GTL will continue to use the Wintel 7090
:inmate telephone set that is currently installed in the State of \/lJashlll.gton facilities. This set
is specifically designed for the inmate market and wil] Ineet or exceed the requirements of the
DOC. The stainless steel and powder coated cold rolled steel provide rugged vandal
resistant telephone houslll.g designed for inmate use:
October 3, 2005
FS H Co.;m~~lHlf~~1iO rn 5
..
..,..
Page 64 of 72
..,.:~
01.07
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Was,hington Department of Corrections
TECHNICAL PROPOSAL
Features of the Inmate Telephone Station:
•
•
e
•
e
•
•
•
•
Built':'in user controlled volume "LOUD" button for ADA mandated \70lume conu'ol
(must be user-controlled volume amplification AND volume must reset to normal with
on-hook to meet ADA requirements)
Brushed stainless steel provides rugged vandal resistant telephone housing designed
and built for imnate use
Confidencer teclu10logy, built into every mat filters out background noise at the "Li.ser's
location, allowing better sound to the called party
All-in-one elecb:onic dial features modular incoming line and handset connections for
quick maintenance.
Carbon and DuraCleru:@ Handsets have separate 4-pin
connections.
Heavy chrome metal keypad bezel, buttons, cmd hOoks"vitch lever withstand abuse and
vandalism
Armored handset cord is equipped with a steel lanyard (1000# pull strength) and
secured "vith a 14 gauge retainer bracket fOT maximum vandal resistance
Handset has sealed transmitter and receiver caps, suitable for heavy use and abuse
locations
Pin-:i:n-head security screws minimize tampering'
Hearing aid compatible and FCC registered (DF4USA-75652-CC-E)
All inmate telephone equipment will remain in place at all sites unless the State requests
any telephone additions or deletions. This will assure less facility disruption during
inmate call control equipment change-out. All inmate phone repair issues for FSH and
GTL sites will be handled by the FSH repair center.
October 3, 2005
Page 65 of 72
0108
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
5.2.7 (I\1R) Provide for the shutting down or inactivation of individual phones, phones in a
housing unit or the total system
-? FSH Response:
TJ'll:' System provides the ability to enable OT disable inmate pliones on denla:nd thnlLlgh
any system 'vv orkstaLi on. The runcbon, Enable/Disable Telephones permits the USl::~r to
(Usable individual inmate phones, bving units or the entire facility. Phone shut-ci (lvvn
may be accomplished very easily by shlltting dovm 2111 phones once the current inmate
conversation is complete or instantaneously, by terminating all calls and shutting cl own
all phones immediately. It is impOTtant to note that this function can be performed frum a
remote lI\lorkstation - which is useful 111 an emergency situation where the site
workstations may not be accessible.
"./""
"
-'
'
#CSH5
#0005
!lC41U'4
#RAS
#1:Kk7
IiKB9
#P.B7
#0011
#0012
OJ<
OJ.!
OIJ
01,
OJ<
OIJ
011
OJ<
011
OIJ
SCREEN TO SHUTDOWN INMATE PHONES
October 3, 2005
--
Page 66 of 72
0109
-
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
.~
MANUAL AND ELECTRONIC CUT OFF KEYS
It is understood that the DOC prefers to use the system cutoff function rather thm1 manual or
electronic cutoff keys. As incumbent's, both FSH and GTL have previously installed all types
of this equipment at Vv A DOC facilities. It 'vvould be the option of the State to leave them in
place in case they are needed at a later date.
Should the State decide to use both system and manual cut-off capability, FSH can custom
design electronic and or manual cut off switches for the Washington DOC prison sites. Each
correction facility has specific needs for cuttlll.g off calls. The preferred method by the
correction facilities has been the provision of elech'onic switches as opposed to manual toggle
keys. TIl.e toggle key method requires a switch for each irunate phone .. The specially
designed electronic s"vitches accommodate the facilities by cutting off groups, of phones, all
of the phones, or a phone at a time 'with one button. Elech'onic s'\vitches have lighting which
alerts the prison personnel that they are on. This saves time as the officer can quickly know if
the phones are on or off at a glance. These elech'onic switches can "vork with a State touch
screen if the facility desires. This niethod is used at Washington Correction Center for an
example. Stafford Creek uses the lighted buttons for their option which leaves the touch
screen operator free for other duties. Each unit can have their own electronic cut off switches
along with one in Central conh'ol if desired.
5.2.8 (l\1R) Use digital recording equipment capable of monitoring in real time and capable
of capturing 100% of all calls placed from any of the offender phones including the ability to
monitor other institutions' offend'er calls from any institution's networked monitoring
stations, except attorney phones and the ability for investigators at HQ to also monitor and
record selected facility calls, All prison facilities and HQ must be networked.
.;. FSH Response:
Upon conh'act award, FSH will install the VAC platform with its integrated digital
monitoring and recording solutions. TIle State DOC facilities which presently have V AC
equipment, Airway Heights and Washington State Penitentiary are cunently equipped with
these capabilities.
The VAC system's digital call recording teclul.ology will record each and every conversation
, initiated tlu-ough the system unless attorney calls are identified and flagged not to be
recorded. This would be at the option of the State. Call recordings are stored on a dedicated
hard disk and can be archived to CD-RVv media for long-term storage and retrievaL The
VAC platform will be configured to store approximately six (6) months of call recordings online for immediate access. Call recordings are available for playback immediately via the
workstations provided without any impact to on-going recording nmctions or call
October 3, 2005
FS, Ii ICO:~~.;':~!~
Page 67 of 72
...........
0110
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
processing. It is important to note that CDRs ,,,7ill be readily available on-line for the fulJ
term of the contract. Attorney inmate phones ·will be separate from the system and ·will not
be recorded.
In addition, Investigators. can readily navigate through the system to locate key
recOl'dings or monitor targeted calls based on the follOll\ling features:
1) Ease of Inmate Searches
Investigators can search by first, last, or middle names and CaIl always use the "find next"
feature from aIly ofthese searches.
2) Ease of control of Call Recording Playback
-- Investigators can control speed and step through easy to use directional arrow keys
-- Contin"Li.es to playing even if the CUrSor position is changed
-- Screen remain.s constant once a call recording is played
-- Investigators can move tluough call recordings at a consistently set pace.
--nwestigators can speed up or slow down call recordings while listening and remain at the
same place within the recording
3) Flexible Profiles By InvestigatOl' Facilitates rapid seaI'ches of established investigative searches
4) Alerts - At the 'lvorkstation or Remote Notification
The VAC system Workstation Alert and Remote Alert notification provided by the Snitch
feature ensure that investigators do not miss targeted inmate or called party calls.
The V AC systems for the DOC environment typically sit in an autonomous WAN that
is interconnected to each site in a mesh configui·ation and then connected to VAC via a
secure data circuit. The mesh configuration allOlvs access from all sites to all sites
across the autonomous "\1\1AN. The data circuit is necessary for LIDB validation, Call
Detail Record gathering, maintenance activity, and system monitoring. All fifteen DOC
sites and INA DOC's HQ site will be intercolUl.ected.
Eased on W A DOC's established investigator's security settings, this network will allow
investigators at each facility, as well as in\lestigators at the Vl A DOC HQ location} to
access to any given facility and then monitor live inmate calls or listen to :inmates'
previously Tecorded calls. 100% of imnates' calls processed through the system will be
October 3, 2005
Page 68 of 72
0111
CRFP6446- Offender Telephone System, Recording, Monitoring
State of WaslJington Department of Corrections
TECHNICAL PROPOSAL
available for monitoring and 100% of inmates' calls processed through the system will
be recorded (with the exception of privileged calls). '
Investigators with the appropriate security access can query CDRs by date range, either
ascending or descending, by an exhaustive list of available fields including, but
celtainly not limited to:
•
Date ofthe Call
• Time of the Call
• Imnate ID
•
Called Number
• Imnate Station Location or Living Unit (if used)
e
Type of Call
• Length of Call
• Alerted Calls
• Recorded Calls
e
Monitored Calls
• Accessed Calls
e
'III! ords within the Comments Field
It
Call Completion Code
• vVild Card Searches
In all cases, queries are accomplished quickly and access to call recordings is fully
integrated - through just a click on the appTOpriate CDR, the call recording will begin to
play. Notes can be made on the CDR while the call recording is under review.
Investigators may permanently lock call recordings of specific interest and these
recordings will not be pruned from on-line access until specifically unlocked regardless of any extended period .of time beyond the 'III!A DOC six (6) month
requirement for on-line storage.
Please refer to the Network Map on the next page.
October 3, 2005
Page 69 of 72
CRFP6446 - Offender Telephone System, Recording, Monitoring
state of Washington Department of Corrections
TECHNICAL PROPOSAL
Network Map for
Washington DOC
?-.!.
~.
': : : : ;~2FSH;: :;-; : ; ~ : ~ : ;: :;:~
:; ;
c:: ...,.........................
~.'
October 3,
,.:;",
'co:ntw~irt'it:'~~icnS
~;
......................................
VAC TAC
Plano, TX
Page 70 of 72
State of Washington Deparlment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
5.2.9 (MR) Provide and maintain attorney telephones which are not connected to the recording
system
7 FSH Response:
FSH and GTL presently provide, and \Nill continue to provide, separate attorney telephOl:es
at 'N A DOC facilities. The attorney inmate telephones are located at a completely separate
location from the regular innl.ate phones and use a separate line that is not coml.ected to the
call conh"ol system whatsoever.
Using the separate line provided, the correction officer dials the telephone number of the
attorney on a regular desk type phone and waits lmtil the call is accepted, then uses a h"ansfer
key to transfer the call to the imnate waiting at t~e designated imnate phone to talk to his/her
attorney. All equipment is supplied at no cost to the State by FSH. FSH will work with.the
State to assure needed attorney phones are provided.
5.2.10 (MR) Provide Dictaphone playback machines at the 9 DOC facilities where they currently
exist until no longer needed
,
..
-.
.~,
.;. FSH'Response:
FSH and GTL 'vdll continue to provide the Dictaphone playback machines at the WA DOC
locations where they currently exist until they are no longer needed.
5.2.11 (MR) Provide appropriate telephone equipment for hearing-impaired offenders
-ji>
FSH Response:
All FSH inmate telephones are standard with amplifiedhandsets for the hard of hearing.
FSH is also committed to providing the State with the needed quantity of telephone devices
fm the deaf.
.
To help eliminate the staff tllne needed to escort an inmate to a specific area for TDD use',
battery powered TDDs carl be provided. The convenience of not requiring power
connections, coupled \1\7ith. allowll1g the relay service 800 munber to be called tlu"ough the
call control system, enables the inmate to place TDD calls from a regular imnate phone.
All telephone equipment has been desigrled to be compliant with ADA standards and·FCC
regulations. Full TDD access is supported throughout the system. To meet the TDD
requirements, FSH will use tll.e Ultratec SuperPrll1t model 200 or other model that meets the
needs of the State. The model 200 has a prll1tout for locations that would like a record of the'
October 3, 2005
Page 71 of72
0114
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
TECHNICAL PROPOSAL
TTY conversation. The selection of alternate models '"vilJ be coordin.ated ,vith State and
designed to 111t'et specific fElcihty and security needs of the State.
TDD relay numbers are al10vved thr01Jg:h the system in order for the TDD to be used on an
inmate phone iJ desired. TIle keyboards vvill have the standard requirements such as 4-row
keyboard, easy tc.nJcJl keys and a typewriter style layclLlt. The Ultratech TDD has been used
extensively by FS]-] with great success.
Prilllin~ lC~llel~Jlhul1l'
Features
Dllr(lU~ttl.,d
5.2.12 (MR) Installation is compliant with DOC IT infrastructure guidelines
.;. FSH Response:
FSH, VAC and GTL guarantees that all installation '\i\l-ill be in compliance with the
Department's IT infrastructure guidelines. We encourage the development of a collaborative
parhlership with the IT team which ""vill ensure complete compliance, as well as offer a
creative means to address any network challenges that may be :inllerent due to' facility
location, nehvork access availability, \'\70rkstation access, equipment location, etc.
October 3, 2005
Page 72 of 72
0115
,. . '
. ,....
-'
Was h i In 9 t 10 'n ,:5 It ate
'(D:EPAltTIJIENT
OF CDltIlEC:rI!ONS
-
, Request for Pl~oposals
.
.
.
CRFP6446
State of-\VashingtonDepartmentof Corrections
Offellder Telepho:ne S~ystem
, And Recording / l\1onitoring'
QUALIFICATIONS
.PROPOSAL
Respectfully'Submitted October 3, 2005 By:
Joanna Sissons) Account Executive
1600 7th Avenue, Room 2604 • Seattle, Washington 98191
The information contruned in this proposal is proprietary in nature and should be disclosed only to those individuals within
the State of Washmgton who have a need to know or those who have made a request pursuant to Chapter 42_17 RCW_ 11ris
proprietary information should not be disclosed without the prior consent of FSH Communications_
CRFP6446:- Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
SECTION 6
Qualiflcations Proposal Requirements (24 points)
Deal" Panel Member:
I Il\7ould like to take this opporhmity to inh"oduce you to FSH Communications. Today l!\le
provide the IIV ashington Deparhnent of Corrections ,!\lith inmate and public telephone
services in parhl.ership \t\Tith AT&T (now Global Tel*Link).
lIVe are a premiere provider of public COl11l11mucations systems serving the general
commercial and correctional facilities markets. At a time when many major commmucations
providers are reevaluating the strategic fit of directly serving the pay phone lnarketplace,
FSH Communications recognizes that there is still a segnteI:t of the market needing al!\layfrom-home commmucations not served by other commUlucations products. For that reason,'
we have chosen to focus on SerVlll.g both buslll.esses and correctional facilities in need of pay
phones and related public cOTIml.unications products that pTOvide an affordable and reliable
means of away-hom-home commmucations.
lNhile the 1;a111_e, FSH C0111m:unications, 1nay be 1'uiw to the 11'La1'ketplace, rest assured that our
people and operational processes an not. In May, 2004, FSH Communications acquired the
Public Access Solutions division of Q'II\Test, bringing a 1OO-~lear heritaqe of serving the needs of
public commulucations customers to the forefront of our business. If it seems that many of
the faces are familiar, it's because they are. The continuing service of many of our ACC01Ult
l\1anagers, Technicians and Customer Service Representatives enables us to provide searnless
quality service to every customer we serve. In addition, the senior management team of FSH
brings with it extensive experience in the telecommlmications induSh"y, as \I\Tell as direct
management of Qwest and similar pay phone operations. Together, "we are focused on
meeting and exceeding customer expectations.
FSH is committed to this market and is focused on providlll.g reliable, quality services with
flexibility in its offerings to meet the uluque business needs of each of its custonler segments.
lIVe 'welcome the opportunity to serve your public commll1ucations needs- today and in the
fuhue.
FSH Communications is c0111.mittedto the correctional and public c01n11tunications 111-arket!
Don Goens
President and CEO
October 3, 2005
Page 2 of 54
State of Washington Department of Corrections
CRFP6446 - Offender TelepiJone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
-
6.1 Vendor Firm Information
6.1.1 (MR) Vendor Name and Address
State the proposing organization's full company or corporate name and give the official representative,
address, telephone number, email address (if any) and FAX number of the vendor's office location
responsible for perfonnance under a contract with the state of Washington in the event the vendor
becomes the Apparent Successful Vendor.
.;.
FSH Response:
.
,
FSH Communications, LLC
Corporate Headquarters
Donald V. Goens, President and CEO
don.goens@fshcommunications.com
200 South Michigan Avenue, Suite 1210
Chicago, IL 60604
(312) 291-0565 Office
(312) 291-0568 FAX
Sales I Service Headquarters
Steve Loggans, VP General Man.agel"
steven.lo ggans@qwest.com
2424 v\7est Camelback Road
. Phoenix, AZ 85015
(602) 630-6070 Office
(602) 249-5111 FAX
Mr. Goens, as President aJ.l.d CEO of FSH COlTIlTImucations, is ultimately responsible for
the performaJ.l.ce l.mder a conh'act \,vith the State for the services outlill.ed in this RFP.
Mr. Loggans, as Vice President and General Manager, is responsible for the Sales and
Service (manage~nent aJ.l.d performance) of all conh"actual requirements.
In addition to ]Vlr. Goens and ]vli" , LOggaJ.1S, the State will have a \t\Tashington-based
single point-of-contact (Ms. Joanna Sissons) \1\7ho is supported by a Service and Product
team specifically dedicated to the State. Tlus team is outlined in detail in Section 6.2,
Responsible Parties.
6.1.2 (MR) Organization
Specify how the proposing entity is organized (proprietorship, partnership, corporation).
+.. FSH Response:
FSH CommUlucations, LLC is a Limited Liability CompaJ.1Y. Federal I.D. NumbeT:
20-0869547, DUNS 168024235.
October 3, 2005
Page 3 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Moniioring
QUALIFICATIONS PROPOSAL
H'Dr..........'w
6.1.3 (MR) Year of Organization
Specify the year in which the vendor was first organized to do business as substantially the entity which
now exists, whether or not the fonn of organization has chauged in the interim (such as by subsequent
incorporation, merger, or other organizational change) and regardless of name changes. The intent of this
requirement is to ascertain the longevity. of continuous operation of the vendor, and the response should be
fonmllated to provide that infonnation as appropriate to the vendor's business circumstances .
.;.
FSH Response:
FSH Communications, LLC 'i1\7as formed in February 2004 and began operations in
August 2004 as a newly established company - however its employees have provisioned
pay telephone services for Retail and Conections customers - TIl.e State of \Nashington
DOC being one of several hundred, for over 25 years.
FSH Communications purchased the assets of the Qwest Public Access Solutions (PAS)
division (the public and irunate pay telephone group of Qwest's) in 2004. Qwest,like
many of the other telephone companies in the United States, determined that PAS was
not part of its strategic product line and therefore sought a buyer who would continue
to serve the customeJ: base with the same attention and dedication. FSH is fully funded,
has the customer base to sustain itself, the backing of Qwest cmd the support of premier
teclulology associates such as VAC. In essence, 'We have been 'in bu.siness' since pay
televhones 'were invented!
Our entire executive body and staff are senior veterans haVlll.g \1\7 0rked lll. the. Jpayphone
divisions' of Qwest, U S V\TEST, SBC, Ameritech, Verizon, all.d mall.Y others. The average
number ~f years serving the Public Telephone lVlarkets is ?O !Iears, and over 30 ~/ears 'Working in
the Telecommunication.s industnl!
This company was formed to specifically serve this market and haVlll.g acquired the
entire asset base of tools, trucks, systems,. computers, phones, spare parts, etc. from
Qwest the -h·Elll.sition has essentially been h"ansparent to the custolners and end users.
Approximately half of the FSH staff (and nearly 100% of its managers) "were formerly.
employed by Owest Public Access Solutions and were directly hired by FSH due to
their e:x.'Perfise and dedication to the market and its customers.
October 3, 2005
Page 4 of 54
State of Washington Depal1ment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
6.1.4 (l\1R) Principal Officers
Give the name, office, address, and business telephone number of the principal officers of the vendor's
organization. At a minimum, include officers who hold the following functional positions, if applicable:
b) Board Cha:innan, if a corporation b) President or other Chief Executive Officer c) Corporate
Secretary, if a cOIporation d) Chief Financial Officer
+
FSH Response:
NAME
TITLE
ADDRESS
TELEPHONE
Donald V. Goens
President and Chief
Executive Officer
200 South 1v1ichigEll1 Avenue
Suite 1210
Chicago, IL 60604
(312) 291-0565
Michael L.
Johnson
EVP General Counsel
& Secretary
200 South Michigan Avenue
Suite 1210
(312) 291-0565
Chicago, IL 60604
Mike Tatom
EVP Business
Development
200 South Michigan Avenue
Suite 1210
(312) 291-0565
Clucago,IL 60604
Keith Monis
Chief Financial
Officei'
8441 Colonial Drive
Lone Tree, Colorado 80124
(303) 768-8178
Steve Loggans
Vice President
General Manager
2424 "'lIVest Camelback Road
Phoenix, AZ 85015
(602) 630-6070
6.1.5 (MR.) Owners
Identify by name, business address and telephone number of all owners, partners or stockholders who own
ten percent (10%) or more of the proposing organization. Ifany corporation owns ten percent (10%) or
more of the proposing organization, identify the corporation and its ~hief executive officer and chief
fmancial officer. .
.
.
(
.;-
FSH Response:
Mr. Donald V. Goens, 1\1r. 10ichael L. Jolu1son, 1\1r. Mike Tatom, 011\111 at least 10% or
more of FSH Comrnl.Ulications and are the Managing Members of the LLC. Their
business address and telephone number are noted above in Section 6.1.4, Principal
Officers.
October 3, 2005
Page 5 of 54
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
"--=-
'dOtcM'
6.1.6 (MR) Change in OVl'llership
Ifany change in ownership or control of the proposing organization is anticipated during the Dlil.elve (12)
months following the proposal due date, describe the circumstances of such change and indicate when the
change will likely occur.
~
FSH Response:
FSH is not contemplating nor does it illl.ticipate any change in OINnersllip or control of
fil.e company during the twelve (12) months follOll\7ing the proposal due date.
6.2 Responsible Parties
6.2.1 (MR) Management
Identify by name, title or position, and telephone number all management-level officers of the proposing
organization's performing office who would have direct responsibility for the perfonnance of a contract
resulting from this RFP.
".
FSH Response:
FSH is uniquely qualified and dedicated to providing superior public cmd inmate
telephone systems and services. The follmv:ing management-level officers will have
direct responsibility for the performance ofa contract resultul.g from this RFP:
OFFICER
TITLE
TELEPHONE
Donald V. Goens
President and Chief Executive Officer
(312) 291-0565
Michael L. Johnson
EVP General COlIDsel & Secretary
(312) 291-0565
Milce Tatom
EVP Business Development
(303) 768-8178
Keith Monis
Chief FDlancial Officer
(312) 291-0565
Steve Loggans
Vice President General Manager
(602) 630-6070
Joe Rogers
Vice President Information Teclulology (312) 291-0565
At FSH ,I\Te pride ourselves on beulg leilll illld agile. VVhat this l1.1.eans to The State of
Washington DOC is that in addition to a dedicated staff of VVashu1.gton-based
employees illld a single point of contact (1\1s. JOillula Sissons) who is respmlsible for the
fulfillment of the contra.ct terms and management of our selected teclu1.olog)T vendor;
the State has the immediate attention of FSH senior leadership and its executive body .
. October 3,2005
Page 6 of 54
Staie of Washington Depariment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
....
It is our philosophy of team "vork, creative problem solving, ilmovative and dynaniic
relationships that allOlN us to be especially responsive to our customers. \N e eniphasize
}1ersonal accountability in al] ,1\7e do - no matter the level of enl.ployee.
The FSH hierarchy is streamlill.ed for optimal communication and focus, in addition to
the officers noted above, the.following management persoTlIlel ,,,Till have direct
responsibility for the performance of the contract resulting from the RFP:
I\1ANAGER
TITLE
TELEPHONE
Dana Alixander
Director - Sales
(206) 621-1119
James Brandt
Director - Infrastructure
(425) 712-1305
Greg Button
Director - Customer.Service
(503) 425-1020
Bob Dubay
Director - Corrections Products
(503) 425-1022
Ken Jackman
Director - Operations
(801) 288-7017
Shellie Luallin
Director - Information Teclul.ology
(303) 805-4385
Clu'isty Bailey
Operations Iv1anager - VYashington
(206) 903-8028
Tom Deja
Operations IVlal~ager - SIN 'INA/Oregon (503) 408-0102
Joanna Sissons
Account Executive - Washington
(206) 624-1362
Denitrice Jenk.ins
Customer Account Consultant
(806) 872-5212
Deb If\T alker
Iv1anager - Corrections Services / Repair (503) 425-1030
TIle State of IN ashington DOC Call be assured that it may call upon anyone of the FSH
team, from our Chailman Don Goens to our admilnsh'ative staft and thev will receive
the same high quality customer service. Our orgalUzElti6n is very diverse, purposely, as
we underEltalld the value of the conh"ibutions il"llierent in the workplace. \lYe are as
varied etluucally, in gender, expertise, cultural alld religious backgrounds, age, alld
abilities as ally company who has a genuine cOlmnihnent to fair and equal treatment of
it~ employees and customers.
~
J
FSH has employed mall.Y of the same individuals who ,,,Tere part of the Q'west Public
Access Solutions division (payphone group) aild therefore has had little trailLing
requirements. l/If e continue to employee tecluucians 'who have specialized in the public
telephone business, wInch further reduces tecluucal tranung time .. Our salary and
benefits are commensurate alld often exceed companies of 'sillli1ar size and illdustry.
FSH offers a robust benefits alld vacation plall.
October 3, 2005
Page 7 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
\!\Ie do, hOlt\7ever, place considerable emphasis on customer service and cross-training.
FSH ma:i:ntains a robust online reference ,and training program Ivhich provides detailed
instructions on everything from tariffs, to payphone programnl.ing, to contract / legal
parameters for the company. This material is continuously updated by a dedicated
resource (program manager). All contracts are accessible by any employee so that
he/she understands the obligations we have committed to in serving our customers'
individual requirements.
New employees shadQl'v existing employees to ensure the continuity so necessary to
serving our customers with the highest level of integrity and accuracy.
FSH "vill use only currently man:ufachued ffil.d tecluucally supported equipment for the
term of the contract. The scalable functionality of the proposed system will allow the
State the flexibility it will require over the tenn to change and grow as its needs dictate.
The employees assigned to The State of VVaShlll.gton DOC are higllly experienced in the
Corrections' industry.
Although today FSHis primarily a Public and hl.IDate Telephone Services pro'vider. it
intends to evolve into other services and technology. \Ne are actively engaged i,vith
several cutting edge entrepreneurs v\Tho 'will allO,1\7 us to bring additional solutions to the
. public and ill.IDate markets over the term of the conh"act.
6.2.2 (MR) Contract Responsibility
--- Identify by name, title or position, and telephone number the individual who would have primary
responsibility for initiating service resulting from this RFP; i.e., a manager or representative for this
contract.
7- FSH Response:
FSH proposes a reliable and secure imnate telephone system that v,,rill be served by best
in class employees and its teclmology associate VAC Commmucations. This team will
be lead bv Toamla Sissons, FSH Account Executive, (')06) 6')4-136'), as The State of
Waslungton DOC's single point of contact. FSH intends to minilnize disruption to the
. State's facilities during the conh"act term and viill demonstrate the highly soplusticated
and secw"e, yet silnple to operate, ilmlate telephone· system.
FSH will be responsible for the conh"act with the State and "vill provision all aspects of
services related to the imnate telephone system, includlilg local cmd all. long distance
service~
October 3, 2005
Page 8 of 54
CRFP6446 - Offender TelepiJone System, Recording, Monitoring
State of WasiJington Department of Corrections
QUALIFICATIONS PROPOSAL
--
6.3 (MR) Washington Business License/Federal Employer Identification Number
Either (a) state that the vendor now holds a valid business license, Universal Business Identifier (UBI)
issued by the state of Washington, and provide the license number; or (b) declare that the vendor will
obtain such license if selected as the Apparent Successful Vendor, nmnediately upon such selection and
before execution of a resulting contract. Also provide the Federal Employer Identification Number
(FEIN") or Social Security Number.
Vendors who wish to obtain further infonnation regarding a Washington Business License may write:
Department of Licensing Master License Services PO Box 9034 Olympia, WA 98507-9034 Or call:: (360)
664-1400 Or apply online at: www.dol.wa.swv.
+
FSH Response:
FSH meets all licens:iJ.l.g requirements, includ:iJ.l.g a valid licensed to do business with:iJ.l.
Washington State. FSH's UBI number is 602-376':571, Federal I.D. Nmuber is 20-0869547,
DUNS 168024235.
6.4 Past and Present Relationships with the State
6.4.1 (MR) Prior and Existing Contracts
lithe proposing organization, its predecessor, or any party named in the preceding subsections has
contracted with the Department or any other Washington State agency during the past 24 months,
identify the contract number and/or any other:-infonnation available to identifY such contract(s).
If no such contracts exist, so declare.
+
FSH Response:
FSH currently, and for the past 24 months, serves the IN A DOC in provisioning public
and :iJ.lmate telephones and associated monitoring and record:iJ.l.g systems as a
subcontractor to GTL (formerly AT&T) lmder Conh"act Number CDOP?681.
6.4.2 (MR) Vendor's Employee Relationships to State
If any party named in the preceding subsectiOl,lS of this Section 6 is or was an employee of the state of
Washington in the past 24 months, identify the individual(s) by name, social security number, state
agency by which employed, job title oiposition held with the State, and separation date.
If no such relationship exists, so declare.
~
FSH Response:
FSH, GTL nor VAC has had any employee (formeI or current) employed by the State in
the past 24 months.-
October 3, 2005
Page 9 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
6.4.3 (MR) Persons Employed by Both State and Vendor
If any employee of any agency of the state of Washington is employed by the vendor, or sits on the 2
governing board of the vendor, as of the due date for proposal submission specified herein, identify all
such persons by name, position held with the vendor, and position held with the State (including job title
and agency). Describe the responsibilities of such persons within the proposing organization. If, after
review ofthis infon11ation by the Department, it is detemm1ed that a conflict of interest exists or may
exist, the vendor may be disqualified from further consideration in this RFP.
If no such relationship exisjs, so declare.
+
FSH Response:
FSH, GTL nor VAC certify that no State employee is or Vlas previously employed by
their companies. Vl e also certify that no State employee (cuHent or former) sits on all.y
governing board for FSH, GTL or V AC.
6.5 (MR) Contract Performance
If the vendor or the subcontractor has had a contract terminated for default during the past five years,
describe each termination in the format explained below. Te:rm:ination for default is defmed as notice to
stop performance delivery due to the vendorls non:.performance or poor performance and the issue was
either (a) not litigated due to inaction on the part of the vendor; or (b) litigated and such litigation
detennined the vendor to be in default.
Submit full details of all terminations for default experienced by the vendor during the past five years
inclnding the other partis name, address and telephone number. Present the vendorls position on the
matter. The Department will evaluate the facts and may, at itls sole discretion, reject the proposal if,
based on the facts discovered, the Department believes that there is a risk that completion of a contract
resulting from this RFP may be jeopardized by selection of the vendor.
If the vendor or subcontractor has experienced no such term.inations for default in. the past five years, so
declare.
By providing the infonnation required in tbis section, the vendor authorizes the Department to contact
the entities with wbich the vendor/subcontractor has contracted regarding contract performance. The
infonnation received from these entities may be used for scoring purposes under the references section.
The Department will evaluate the facts arid may, at its sole discretion, reject the vendorls proposal if,
based on the facts discovered the Departmentbelieves that there is a risk that completion of a contract
resulting from this RFP may be jeopardized by selection of the vendor.
.;
FSH Response:
FSH is proud of its h"ack record in serving its customers and on average \I\Te have been the
incumbent provider for 10+ years providing both llU11ate and public telephone services.
FSH, and in its prior form as. Qil\Test Communications, has never had a contract
terminated for default.
GTL, and its prior form as AT&T, has never had a CO:1tr~ct terminated for-default.
october 3, 2005
Page 10 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Te/ephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
-
VAC has ne\~er had a contract terminated for default.
6.6 (MR) Subcontractors
In order to achieve the best possible combination of equipment, service and rates, subcontractor
arrangements may be proposed. Any and all such relationships must be in the context of a
subconiractor(s) to the vendor. The proposing f1D.11 must be declared as the prime contractor.
If any subcontractor relationships are proposed, describe the subcontractor relationship with the proposing
finn. Discuss the nature ofthe subcontractor organization and the management and reporting relationships
between the vendor's finn and the subcontractor.
If no subcontracting is intended, so declare.
+
FSH Response:
FSH C011'mnmicatio11.s is 1"espo11.ding to this RFP as the Pri111.e Contracto1" and will be
responsib Ie for aZlservices and contractual ob ligations. FSH has selected t"\AlO premier
ul.dustry experts to subcontract their product and/or services:
Value-Added
Communications (VAC) and Global Tel*Link (GTL). Each subconu'actor has personnet
from the Chairmal1 to the Technician, that report to the corresponding FSH employee
.',\Tho are supporting and providing services to WA DOC.
FSH chose VACas their subconh'actor to provide the Digital IIunate Call Conh'ol
platform, to il1clude the integrated monitoring al1d recording.· GTL \I\Till provide long
distance services, as well as direct facility support and services via the V AC platform and
using their ownimnate telephone equipment. At the DOC's direction we can struchue
certain activities to either go through FSH, as with repair and maintenance requests; or
are delivered du'ectly to the DOC'with FSH be:ing copied, as with conunission remittance
hom a particular facility.
Each subcontractor's company overview and key management persoiul.el assigned to the
'i!VA DOC project are noted below. Each subcontractor will report to FSH with regard to
their specific services as noted above. FSH will be the primary INA DOC contact entirely
responsible for the subconu'actor's performance. FSH will ensure that appropriate
cOllununication bet\J\7een and with the DOC and each subconb'actor.
In cases of repa:iJ.' and/or maintenance we may authorize and/or request via the DOC that
an individual facility work directly with the subcontractor; ho'wever in all instances FSH
is a'ware of and monitoring such activity. FSli will conduct periodic reviews and audits
of the aCCOLUl.t performance, Emd specifically each subconb'actor's perfonnance, The DOC
October 3, 2005
Page 11 of 54
CRFP6446 - Offender Telephone System, Recording, !vionitoring
Staie of Vtlashington Department of Corrections
QUALIFICATIONS PROPOSAL
be invited to participate and pTOvide feedback in these sessions, and is certainly
encouraged to provide ongoing comment of our collective performance.
"\t\7ilJ
FSH has a strong history 'i1\Torking ,Nith these two industry experts in various capacities
and is proud to submit tIl.e 'iNinning combination of the FSH - VAC - GTL teanl.s!
CD
CD
Value-Added Communications
Jerry D. Gibson, ChairmaTl, CEO, President
Kermit D. Heaton, Executive Vice President Operations
Stephen L. Hodge, Executive Vice hesident Engineering
,,,,Tin Purifoy, Vice President 01ief Financial Officer
Mark Turner, Vice P~"esident Opel"ations
Tad Summerfield, Vice President Sales & Marketing
Larry Kmuse, Director of Quality Assurance
FSH will utilize VAC as a subconh"actor to provide the Digital IDnl.ate Call Control
equipment and Integrated Monitoring and Recording equipment. VAC has proven
themselves as a h"usted associate with a history of treating customers ,"Tith respect and
respondiLi.g to their needs with a sense of urgency. As a valued customer, the State
deserves to be treated with respect ,I\Thile enjoying the benefits of excellent technology,
mallltenance and support.
CORPOR..ATE OV'ERVIEW
Value-Added Commmucations was formed in 1988, iLutially focusing on llulovative
automated calling technology and services witlun the telecommunications Inarket. The
company's focus lims later narrowed to the Corrections m,arket and the specialized
systems and services required to become an iLldush-y leader in tlus niche.
Successes iLlclude tl~e implementation of the first debit and collect. hybrid calling system
ill the United States for the State of Colorado DOC, and the award of the Federal Bureau
of Prisons conh"act ill 1998 and ill 200. Current management acquired the company's
assets in 1999, lmdertalziLl.g an aggressive sales campaign to become the ininate system
provider of choice for the telecomnTLllucations induSh"J" s market leaders. To date, VAC
has established strategic relationslups 'vvith FSH, Qwest, and other large
teleCOl1UlllUucations company's.
VAC will provide the call processing tec1ul.ology along with the required investigative
and call control feahues specified in the RFP .. VAC's team of seasoned professionals 'will
October 3, 2005
Page 12 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
.............................,
install and test the system, as ,,,rell as provide on site training to appropriate facility
persOIlTtel. In addition, VAC -will provide both remote and local teclllucal support to FSH
as needed throughout the project duration.
BACKGROUND A.ND EXPETJENCE
The [irst step ill fonnalizing VAC's commitment to the irtmate COlTununications Inarket
was to design the infrash'uchue necessary to support the country's largest correctional
system (Federal Bureau of Prisons.) The VAC Plan has always been to create the support
struchue sufficient to provide exceptional service to high-volume clients that is robust
enough to facilitate significant growtll at any site their system is deployed, thls includes
correctional instih1tions at the Federal, State and Local level. Over the past four years,
VAC has -realized significant success in this effort and we have yet to -challenge the limits
of our potential.
In addition to the 104 Federal Correctional facilities served under contractj V AC also
provides systems and services as -a subcontractor to the Colorado Department of
Corrections, the California Department of Corrections, Oregon Department of
Corrections, Washington Department of Corrections, and a growing number of DOC
Correctional Facilities across the United States.
VAC is subcontractor to FSHi providing their inmate call control platform, at an everin_creasing number of sites, Together, FSH and VAC serve their cust~m_ers ,J\7ith the same
focus which is providing excellent customer service and superior equipment and
technology.
VAC is the sole manufachlrer and provider of the uunate call conh'ol platform. TIl.ey will
be responsible for the equipment ul.cludul.g spare parts at no cost throughout the life of
the contract. VAC and FSH technicians are responsible for all installation, maul.tenance
and repair.
VAC ul.stallers and service persomlel receive regular, ongoing h'ainul.g on their latest
equipment releases. \l\1hile much h'ouble shooting and maintenance work can- take place
at VAC headquarters by VAC teclllTIcians, FSH and VAC will aSS1.lTe that the frequency
of
site work is as often as necessary to provide preventative maul.tenance in order to
keep the system III good operational status. FSH and VAC warrant the proposed uU1late
call control platform for the life of the conh"act.
01:
TECHNICAL EXPERTISE
VAC's lllstallation team is l.mparalleled Ul. the llldustry. Installation engineers come
directly from the Operations orgalTIzation within VAC and ha"\Te spent nl.onths in h'aining
in the test and llltegration process of the uunate phone system. VAC's Installation
engineers aloe h'allled on the product within the test and integration process. Installation
october 3,2005
Page 13 of 54
State of Washington Deparrment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
training consists of Telco COlll1.ectivity, Ilvumg and pOlAler, server and ,vorkstation
preparation, database managem.ent customer test pTocedures, fran1.e relay, call detail
record recOl"ding and billing process.
The list below fives a bri~f SU7nJ7W1'Y the installation team's cX7Jcriencc and background.
Gama] Mohed - Installation Mal1.ager - Bachelor degree from University of Texas at
Arlington, eight (8) years teclllucal ,"Tork experience, l'v1CSE Core, Computer Support
Specialist M5 Certified TCP/IP, ITs 4.0.
Brian Galke - In.sta11ation Engineer - Bachelor degree from Texas Tech Uluversity, six· (6)
years tec111ucal work experience, MCSE (JvlCP+Internet), TCP lIP, ns 4.0 ceTtifications.
lacob Garcia - Installation EngineeT - CCNA MSCeTtified Engineer, IT Certification, Dell
Equipment Certification, 13 years teclllucal work expeTience.
David Mitchell - Installation Engineer - Bachelor degree from Devry Uluversity, Bachelor
Degree from UluveTsity of North Texas, MCSE, CCNP, three (3) years teclllucal
experience.
lames Stanfield - In.stallation Manager - NortheTn Te1com certified engineer,. h1itel
certified engineer, To~hlba certified engineer, 20 years experience.
Demus Stovall- S1'. Test Engineer _. MCSE Core certified TCP lIP and Internet Certification,
MS Certified Professional Engineer, 13 yeaTS technical experience.
In addihon to the outstandinq installation team, VAC as mentioned above, currenthl has
c
_
time technicians who are available fOT on-site maintenance· and repair needs
hUD _ full.
Mitch Davis has extensive experience iII the telecom indush)1, including PBX installation,
LAN/VvAN network design-implementation and installation. He is· also experienced in
the following operating systems; \iVindows 95, 98 2000, NT and XP and has hard,1\7are
e:A1,erience as fo11011\7s: PBX, routers, chamlel banks, dialogic, servers and ~1\7orkstations.
.
.
Douglas Thomas has O'ii-er 25 years of experience in the telecom indush"y, including CO
installel~ Dialer tec111u ci an, computer network maintenance, and tedllucal support
techlucian. His operating systems experience includes \i\Tindows 95, 98, 2000 and NT.
CD
October 3, 2005
Q)
Page 14 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
!Z:dM''ti'tt.
,,"M'
!trw nmt
Gl7 "1
.,
,
,"--::, '.; :"
'
,,,', Ii'''''''''
~"·I·'''''
.
Global TeI*Link
1\1ark R. Stone, Chairman of the .Hoard
Craig Ferguson, Presidel)t & Chief Operating Officer
Teresa L. Ridge'\<\ray, Secretary & Vice President, Administration
Steven Yow, Chief Financial Officer
Ton1 Sweeney, Executive Vice President, Sales & :Marketing
Hal Howard, Vice President, Operations
Garth Jolmson, Vice President, Technology
Tom Hean" Vice President, Technical Support
'
On June 2, 2005 AT&T's National Public Iv1arkets Division "vas acquired by Global Tel*Link
Corporation, thus combinll1g two premier inmate service providers. The combined company'
has provided inmate telephone service for the past 23 years.
The company's headquarters will remain in 11obile, Alabama ,,,rhere they manufaCture and
oversee the maintenance of the systems, software, and provide technical service al1d
customer support. In addition, all system technicians receive extensive h"aining at this
location.
The combll1ed company of AT&T cmd Global Tel*Link (GTL) provide their services in the
following states:
Alabaina
Ad(aI)Sas
Arizona
California
ColOTado
,CollTLecticui.. '
Floi"iCla
"
'"
Montana
Georgia
Minnesota
Idaho "
IndiEUl.a
Missouri
Nebraska
Illinois
Nevada
Kentuc1.'y
Lo:uisiaI1.El .' -NewJersey
. ..
Mississippi North'
Carolina
,'"
"
Ne,l\rYork
Oklahoma
Oregon
Ohio
P e1ll1syIVaI'ua
PJ."lode .Island
Teiu"lessee
Texas
Virginia
West
Virginia
Washington
,"\t\Tisconsin
The combined seasoned management team rem.alll.S intact. Our goals are to continue
excellent service to our eAisting customers, ll1crease opporhmities to service new customers
,,,dllie maintallung profitability and providll1g the best of work places for our employees.
Howard Tharp, Contract Team Manager, is the GTL primary sll1gle point of contact for FSH
Commlmications. Howard has over 20 years of experience in plamung, managing and
supporting imnate systems, customer accounts, and major projects. Mr. Tharp "vill
coord:iJ.1ate and work tlu'ough the Ms. Sissons in support of the 1,1\1A DOC facilities that they
will manage.
October 3, 2005
Page 15 oU:;4
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
PARAGON COMMUNICATIONS SERVICES LLC
Paragol1 Communications Services, LLC C'Paragon") is a leadill.g provider of nation-,vide
lll.stallation and maintenance services for public access teleconul1Unications equipUlent
lll.cluding correctional facility phones, pay phones and interactive Internet ldosks. Paragon
currently provides maintenance services under its contract with Global TeFLinl< COTporation.
Paragon's management team has over 15 years of continuous and direct experience ill. the
unique requirements of correctional illl.cl public access phone systenl.s and associated
teclmical services.
Project lVlanagement
Phone Management
Site Surveys
Site Preparation
Wall MOlmting aJ.ld Restoration
Wiling
Testing
Repair & Maintenance
Set Monitoring
Cash Collections
Coin Counting and Deposit
Electrical and Telephone COllJl.ections
Paragon Conummications Services employs over 80 tecluLicians and adm.inish'ative
persolUlel. The main office location is in Suwarmee, GA. SupervisOTs illl.d storage facilities are
located as required for equipment, materials and supplie.s.
Paragon CommlUucations Services founders and key persOlmel have over 15 years direct
experience togetl~er successfully implementillg large projects illl.d long-term programs for the
installation and maintenilll.ce of correctional facility phones cmd payphones.
TIle direct prognun experience with Paragon's team is extensive. Some examples of related
projects include:
Telmessee State Prisons (run ,,,ljring, install illl.d maintain phones for all state
prisons for AT&T)
Vl,Tashlll.gton State Prisons (run wiring, install illld maintain phones for all state
prisons for AT&T)
Hlmdreds of county jail and individual prison sites (upgrade wiring and install &
maintain lllJllate telecom platforms and phones for GTL, AT&T, Verizoll., Sprint,
NrCI, BellSouth illld VAC)
Paragon is organized as a lean, flat organization. David Dickie milll.ages all tecluLicians "'lith
no more than one layer of field supervision. TecluLiciilllS are dispatched and report service'
response details through the Paragon Service Center. Customer inquiries or escalation is
coordinated tlu·ough the Service Center on a 24/7/365 availability.
October 3, 2005
Page 16 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Ivloniioring
QUALIFICATIONS PROPOSAL
......... .,." t t
bStr:Hne-eet=
Escalation paths for \NashingtoTl DOC are as follO"vvs:
TeclmiciaTl (Local, as assigned)
Angeligue Qlunones, Service Center Coordinatm (800-475-2771)
Carol VVa1cher, Service Center Ivlanager (800-475-2771) (678-714-3940 direct)
David Dickie, CEO (678-714-3938)
6.7 Qualifications
This paragraph explains the approach to detenrrination of Qualifications. Do not respond to this
paragraph. Responses to sections 6.7.1 through 6.7.1.5 will enable scores to be assigned to each vendor in
each experience category. The experience categories to receive scores include:
•
•
System-wide inmate telephone systems- Provision of inmate telephone systems and services
statewide for a state correctional department or a countywide system and services for a county
correctional department.
Local inmate telephone systems - Provision of inmate telephone systems in a state or county that
does not encompass all mmate facilities within the state or COlIDty. This would include federal
facilities that are individually served.
WithID the experience category, subcategories will be identified which are pertinent to the Department's
needs as described in Section 2 of this RFP. •
•
•
•
•
Responses will address vendor-experience in providing services for each category.
Vendors will also be required to specifically address their e:h.,})eriences in each subcategory.
Vendors will be required to provide one-page resumes on individuals available to the vendor to
provide services in each category that is to be included in the response.
Vendors will be required to provide five references.
Finally, vendors will be required to describe their ability to provide services in each subcategory.
The response will include relevant information to demonstrate the vendor's experience. Experience
should be correlated with the vendor's contract references/prior contracts.
6.7.1 Offender Telephone Systems and Services
Experience in this category includes design and implementation of offender phone systems,
billing/payments, customer relations, management of subcontractors,
maintenanceirepair/troubleshooting, and monitoring/recording integration.
October 3,2005
Page 17 of 54
State oT Washington Department oT Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
+
FSH Response:
Specialists in telephone se1'vices for correctional facilities
In the security-conscious envholU11ent of a correctional facility, maintainiI~g complete conh'ol
is job number one. You run a tight ship. Your systems cmd pmcesses are carefully plaml.ed
and methodically implemented. One breakdml\7n could lead to chaos.
TIuough many )7earS of experience contracting and consulting with the largest counties and
Deparbnent of Corrections facilities, FSH Communications has developed a Secured Calling
Sohltion that comprehensively addresses the needs of your facility. From Lmprecedented
conh'ol OhTilll.ate COlTunmncations to l.Ul.paralleled service and Teliability, our Secured Calling
Solution delivers a standard of total support unmatched in the indush'y. \!\fe malce Ullnate
communications our priority, allml\7ing your team to focus on issues more important to you.
Building on the foundation of a fleAi.ble and feature-rich technology platform, the FSH
Secured Calling Solution provides one source for all your inmate COlIllllUnication needs:
..
Professionat single point of contact account management
e
Flexible, dedicated Inmate Support Team
•
Expert indusb'Y consultation
It
Conh'olled subcontractor management
.. Deep indush'Y resource and parhl.ership relationslnps 'wlnch allow FSH to pmvide
seamless product and feature requirements to our customers
e
Competitive and full.ely commissions
•
FU1ffil.cial and usage auditing
Ii
Quality locat inh'aLATA ffil.d long distance coml.ections
Ii
Tough telephone construction
Ii
Available assistance for speech- and hearing-impaired imnates
• Around the cloele SUppOlt for all your critical service needs
• Responsive, skilled installation and maintenffil.Ce techniciffil.s
Octob.er 3, 2005
Page 1 8 cif 54
State of Weshington DepartmElnt of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
The FSH Secured Calling Solution is not cOll,plete "vithout the personalized sUl-~port of an
experienced professional Account and Service Team to help you manage your iml,ate
communications solution. \t\ThetheT YC>Ll have questions about a system feahlre, need help
,"lith YOUT commission summary or I,vant to add phones to El ne,1I7 section of the facility, your
Account Team 'will be there to serve your needs.
The FSH hierarchy is streamlined for optimal communication and focus, ill addition to the
officers previously noted, the following management persom,el 'will have direct
responsibility for the performance of the contract resultil,g from the RFP:
MANAGER
TITLE
TELEPHONE
Joanna Sissort.s
Acco"Lmt Executive - vVashington
(206) 624-1362
Dana Alixander
Director - Sales
(206) 621-1119
James Brandt
Director - Infrastruchlre
(425) 712-1305
Greg Button
Director - Customer SenTice
(503) 425-1020
Bob Dubay
Director - Corrections Products
(503) 425-10??
Ken Jackman
Director- Operations
(801) 288-7017
Shellie Luall:in
Director - Information Teclu,ology
(303) 805-4385
Clu"isty Bailey
Operations 11anager - \Nashington
(206) 903-8028
Tom Deja
Operations 11anager - SIN VilA/Oregon (503) 408-0102
Denitrice Jenldns
Customer Accoill,t Consultant.
Deb Wall(er
11anager - Corrections Services / Repair (503) 4?5-1030
(806) 872-5212
COMMISSIONS
Innlate populations are on the rise, and so is the cost of running a secure correctional facility.
Is your budget keepil1g pace? FSH ilunate phones can provide yonrinstitution "with a muchneeded revenue opporhmity that's paid fully and faithfully on a mutually agreed-upon
payment schedule. No hidden deductions or subtractions-'-just a straightfor,Alard, easy-tocalculate commission sh"ucture you can COill,t on.
Telephorie calls from FSH lllllate phones may be made collect/' "prepaid" or debit." Em:
e\7ery completed call placed from an imnate phone in your facility, FSH can return a portion
of the revenue earned from that call to you in the form of monthly commission paYlnents.
Jf
Jf
Commission Structure
\Nith many providers, "lI\That appears to be a lugh commission rate that pTomises big rehuns
can quicldy get eaten away by concealed adjustments and off-the-top deductions. Not so with
. October 3, 2005
Page 19 of 54
Staie of Washington Depal1meni of Corrections
CRFP6446 - Offender Telephone System, Recording, Moniioring
QUALIFICATIONS PROPOSAL
FSH. Our competitive and clearl:y-defin.ed commission stnlcmre doesn't leave 3701.1 searching
the contract's fine print to understand your COlTll~l.ission payment. "Vhat 'vve prolTlise is 'i1\That
'ive pay.
Fair And Equitable Call Pricing
FSH has 'a genuine concern regarding the price I·ve charge for our calls. Our C0l1l.1uitment to
fairness in pricin.g is reflected in our operator services offering. FSH shiv'es to ensure that
those "\Tho accept calls from inmate institutions are paying for those calls at the lowest
possible price.
Prompt P a1.!1nents
You can depend on FSH to provide a complete summary of your TIunate phone activity for
each billing period. Our clearly-defined and mum ally agreed upon commission is paid, right
on time, month after month, 'i"lith a detailed summary of usage by ANI for your facility.
Peak ReliabiZit}/
\-Vh.en costs are rising and nmding is limited, it's good to have a revenue source you can
count on. It's also important to have a supplier you can C01.mt on to keep your system
running in peak condition. For competitive~ consistent commissions and il\Todd class service,
look no nuther than FSH.
SECURE CALL CONTROL
One of the great challenges for any correctional facility is to provide legitimate calling
privileges vlithout giving inmates the opporhmity to abuse those privileges. FSH's featm-erich teclmology solution anS'i"lerS that challenge by delivering resh"icted access to the outside
world. TIl.e FSH Secured Calling Solution is resistant to illegal manipulation by quick
disconnects, operator intercepts, Pll"-J irregularities or any other attempts at deception. VVe
take great pride in offerlllg yO'll the latest TIL fraud COnh"o!1 available anY'iI\There.
Utilizing digital tecllll.ology and patented im'lovations, FSH gives you the security Emd
control needed for successfully managlll.g TITIllate communications.
The FSH Secured CallingSolutio11. has a1110ng the highest levels of
fraud protection and contra 1.
Automated Operator
"'
.TIlere's no foollllg this operator. The synthesized voice leads lllmate callers tlu"ough the steps
. of collect-call, prepaid or debit dial:illg,. Elllll.OUnCement of their name, error prompts,
verification and acceptance of charges. This process cElllnot be manipulated by the caller or
the recipient. iill calls must go tlu"ough the automated operator.
October 3, 2005
Page 20 of 54
Siata of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
T1t1'ee-Wmf Call Preventio11
FSH delivers Three-'it\7ay Call Prevention technology that automatically detects and
dis C01U1e cts attempts by an outside party to engage a three-''\Ivay . call. D.Ull.ate calls
disc01U1ected due to three-"vay call attempts are recorded on Call Detail Records, so the
oLltside accomplice's number can be added to the inmate's "restricted" list.
Call Blocking
FSH can block access to virtually all. unlimited number of ll-digit phone nUlnbers or entire
classes of dialing from any inmate phone. RestTicted numbers can be programnl.ed into the
system at no charge, either by your system administrator or from a remote FSH location. Call
blocking prevents harassmg phone calls to correctional facility employees, judges, la'\vyers,
lmov-m criminal associates and other individuals or entities '\I\Tho wish not to be contacted by
inmates.
Pin Control Featu1'es
Each inmate may optionally be assigned a Personal Identification Number. This PIN' is used
to h"ack individual calls and minimize fraud. Using PIN Conh'ol, each inmate can be
resh'icted to calling only approved numbers on an inmate-specific list. Any PIN can be
'disabled at your command, revoking a specific inmate's phone privileges.
Recordi11.glMonito1'ing
The FSH Secm'ed Calling Solution allows you to monitor and record UlTIlate calls USUl.g an
integrated digital recording platform. 'iNhether you need selective or comprehensive
recording, the recordulg module supports a range of recording features, . as 'i!\Tell as onlul.e
access to recordings on ul.tegrated hard drives.
INFORMATION TRACKING
Telephone calls-like visitations and postal deliveries-are one of an UUll.ate's fe'i"T linlcs to
the outside 'world, a lin}: that must be monitored and conh'olled to prevent abuse and
maul.tain security. The FSH Secm'ed Calling Solution enables you to maintain tight control
over the flow of information Ulto and out of your facility with an on-site or relTIote cenh'al
processulg computer. This computer organizes, evaluates and maintauls system functions,
PIN controls and information collected from uunate calling patterns. Call records are stored.
in 'an uldependent memory unit that C311110t be affected by loss of power, safeguarding the
integr'ity of your database. As an optiorial service, FSH can provide a professional
adminish'ator to m311age the operation of your system.
1Nith the power of the FSH il1foll11atiol1 track.ing syste111, i11111ate
callers have 110 choice but to play by your rules.
October 3, 2005
Page 21 of 54
State of WasiJington Department of Corrections
CRFP6446 - Offender TelepiJone System, Recording~ Moniloring
QUALIFICATIONS PROPOSAL
'''"1ee=r
Call Detail Rec01"ds
\tVhat calls are being made, ,vhen, to ,A,Thom and hOlA,7 often? Detailed knOll\'ledge of ll1.1Tlate
call1llg patterns is vital to a secure phone system. FSH Call Detail Records log the tilTle, date,
im11ate telephone number and location, number reached and duration of each call. The
information gained through Call Detail Records can reveal significant call1ll.g patterns that
will help YOll prevent phone system abuse before it gets started.
Call Tim,ing
To enforce rules and prevent a few individuals from monopolizing the phones, FSH Call
Timing places an automatic time limit on each call. Call duration limits are set at the
discretion of the facility and easily changed.
Ti111.e 0fDa}; On/Off
You may want to restrict inmate calling to the outside at certain times of day or night. USlll.g
Time of Day On/Off, you can deactivate and restore the inmate phone service at your
discretion.
Call Recording,
vVhen :iJ:rvestigative requirem~nts drive the need for lluilate call recording, FSH' 5 infoTmat:i.on
systems provide a secure and flexible means of revie,Ning pertinent calls. Passwordprotected access ensures that only investigators vlith a need to la101A,7 can analyze Tecorded
conversations. Key files can be selected and dowl1loaded to an alternate storage Inedia for
support of legal proceedings.
DELIVERING ADDED-VALUE, EVERY DAY!
TI1e FSH Secured Calling Solution is more than. a phone for :inmates: it's an lll.tegrated system
of secmity conh'ols, :information h'acking and high-end management features, all at your
command. A host of value-a9,ded applications that expand your authority are also available
based on the unique needs of your facility. These include:
Biometric Monitoring Sllste111B
The FSH Secured Calling -Solution incorporates use of lll.dustry-leading conb'actors focused
on the development and provisioning of the latest corrections comn11.mications applicat:iOIls
and teclu1010gy, ll1cluding the ever-changll1g world of Biomeh'ic IVIonitoring SYStelllS. With
these systems, FSH can keep your facility on the cutting edge of biomeh'ic monitoring
technology.
lI!f.uZti-Site Networking
,!
FSH networking capabilities enable· you to administeT multiple correctional facilities more
easily and efficiently from a single location.
October 3, 2005
Page 22 of 54
. CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
Kelt \II/ord Search
Key INord SeaTch provides an enhanced m.eans of revie'i,ving call recording irtformation to
assist iTl investigative efforts. Using the Key 'iNord Search feature, previously recorded calls
can be searched for presence of-key l!\lords ruld individual records can be marked for a l"ll.ore
detailed revie-v\!.
Prepa.id Calling
Prepaid c'ards offer the imTlate rul altenlative way of placing a call that is generally less
expensive than placing a collect call. Given limited induSh"y support for international collect
calling, prepaid cards may also be used by facilities to address high demand for internationai'
calling. These cards come in a variety of denominations and canbe sold via/the commissary.,
Re111.ote 1AJorkstations
Remote workstations enhance the flexibility of our irunate telephone system by enabling key
admllush"ators and llwestigators to access the system ,database from their desks.
Repah' Advisonr Service
In certain circumstances, facility staff time spent on minor repaiT issues may be greatly
reduced tm'ough use of the FSH Repair Advisory Service. Access to a toll free number rul.d rul.
automated VOIce Flail system is provided to inmates for reporting of minor repaiT or calling
'problems. No live operators are lllvolved in the complaint process ruld all calls are logged.
Issue resolution is handled by the FSH Inmate Service Ceriter quickly and efficiently.
ELect1'Onic f)lIessage Exchange (ElI1E)
In addition to the mallY, many superior call placement options, secure system and dedicated
account support, we are extremely pleased to offer ru1 exclusive correspondence solution.
Elech'onic Message Excll.allge (EME) is a product of Value-Added Communications cmdis
being marketed exclusively by FSH to its customers. EME isNOT email.itis NOT internet
access for inmates, EME is designed to compete 'with regular mail!
El\1E securely passes messages betv,reen the lll.ffiate alld their outside contacts. Distributed
and conh"olled by current Corrections Staff. Jiullates do not need access to a computer or the
internet. EME uses preset cliteria, designated by the facility, to filter selected messages for
vie'il\ring prior to releaslll.g to the llltended party.
VVhat can this do for you? Reduce recidivism rate by keeplll.g timely COl1llections between the
iITIllate and others, the faith COmm1..11uty alldother outreach programs aTe interested in USlllg
El'v1E as a way to help support llTIllates durlllg their lllcarceration al1d help in their transition
back into the comm1..lluty. EME Call generate additional funds for the State. Increased
llltelligence gatherll1g ll1creases security. Elimlllates hazal"dous material or conh"aband
handl:ing by staff. Proven to actually reduce mail room staff load!
October 3, 2005
Page 23 of 54
CRFP6446 - Offender Telephone System, Recording, /vIonitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
.....
EXPERIENCE & RELIABILITY
The FSH Secured Calling Solution delivers service and teclll,ology orl your term.s, ,vith quick
cOllll.ections, clear signals and tough, tamper-resistant phones that stand up to abuse. OUI
scalable and feature:...rich technology platform is desigrled ,,\lith your availability requirements
in mind. Remote m.onitoring and diagnostic procedures help to "lToubleshoot and resolve
problems befOTe they become a service issue. Proactive maintenance ensures that complaints
a1:e kept to a minimum, freeing you to focus on other, more pressing issues. COlTlbined ,Nith
our commihllent to delivering the best valu.e for your facilities, FSH offers {/ compZete inmate
communications sohLtion YOll can h·ust.
FSH Cominunications' ACCOlUlt Team believes that the ultimate success of the irLlTIate
telephone program relies on GoVe111ment and Industry 'Norking together. IN e trust that II\!A
DOC \ATill be delighted with a FSH selection because of:
vVho we are and what 'i>lTe bring to the Administration and this procuTement
Key elements of a tecluucal and mcmagement solution based on com.munication Emd
relationslup mEmagem.ent
How working with the FSH Accom,t Team makes good business sense.
As a compEmy serving 'Washington, FSH views sh'ong account maIlagement backed by
COITUl,itment to the cOTIUTlunity as important. Those v.rho contribute have a vested inter~st ili
great performance. In addition, FSH recognizes the value of continuity for prevailing success.
FSH ,I\Till contimle to provide IN A DOC with the finest combillation of network, service,
compensation, and support availa~le. In order to meet this challenge, FSH has teamed with
VACandGTL
The items below highlight both the corporate and tec1ulological strengths of the parh1.ership.
• Quality service response ll1 a harsh environment
Proven netvlrork adaptable to fuhue needs
Experienced, professional conullmucations persolUlel
Fll,ancial sh'ength and corporate stability
FSH provides local exchange service in 14 Vlestern states, and \IVA DOC can depend on the
proven qualities that FSH offers:
m
•
•
Quality Local and Inh'aLATA connections
Competitive'Compensation
Conh'act Management services from a sll1g1e source
Superior netvlTork equipment
October 3, 2005
Page 24 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
Due to OUT vast experience and knmvledge of th_e ilUTlate market FSH is extrem_ely qualified
to be the single point of contact for all ilUl1ate telephone equipment and services presented in
our r~p. Our company will act as "Prime" contTactor and v-rill serve as the single pOint of
contact bet\iveen IN A DOC and all aspects of the im11ate telephone service described in this
Tesponse.
FSH has also formed a sh"ategic alliance ,Ivith V AC and GTL for the provlslOn of inmate
telephone equipment and Long Distance services. International calls ",-rill be cOl1l1ected via
pTepaid collect or debit. Vvhile equipment technology is an important consideration, FSH
also brings the strength, experience and ability to focus on managing the day to day
operations of an account the size of IN A DOC. IN e understand the changing enviromnent Ln
the corrections market including the requirement to conh"ol call rates. TIlis challenge requires
the ability to balance behveen commissions and call rates and is reflected in FSH's proposal.
Should we be awarded the opportunity, FSH has assign_ed highly qualified project managers
to oversee the State's transition and installation pToject. A complete support team ,I\Till
continue to ensure the State receives the best service and support available on an ongoing
basis. The FSH pledges to the State that it will provide dedicated local; experienced, service
tedmicians and staff support for guaranteed quick response.
FSH Company and Staff Background - c011Zmitme7it, teamwork, accountabilit!:/, innovation and
transvarent!
I
FSH brings the sh"ength, experience, and ability to focus on managing the day to day
operations of critical service to the IN A DOC inmate phone system. ,IVe understand the
changing enviromnent in the corrections market and believe effective account management
for I~i A DOC requires an experienced, professional Account Manager based in the area.
Ms. Joanna Sissons is the FSH Account. Executive assigned to be your point of contact.
Joanna is located at 1600 7th Avenue, Room 2604 Seattle, VVashington 98191, and can be
reached at (800) 275-0616. Joam1a' s fax number is (206)345-2255 and her. email address is
T
oanna.5issons@qv\Test.com. Ms. Sissons has spent 27 years in the telecomlTIunications
business, the last 12 dedicated solely to the provision of iml1ate telephone service. The
dedication and direct responsibility taken by your Account Manager providesllVA DOC ·with
a single point of contact in the areas of service, repair, support, vendor management, .Emd
conh"act negotiations.
FSH also provides installation, maintenance and repair of all inmate pl10nes and associated
'i.viring and inirash"uchue to WA DOC facilities. ThesefLmctions of FSH are provided at no
October 3, 2005
Page 25 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
cost to ,,,TA DOC. As CI general rule, FSH maintains a surplus of ilUl1ate telephone equipl1l.ent
on-site to meet the rigorous needs of the inmate telephone environnl.ent. All imll.ate
telephones are serviced and cleaned on a regular basis, also at no cost to IN A DOC.
At FSH VIle pride ourselves on being lean and agile. 'What this means to INA DOC is that in
addition to a dedicated staff of Vvashington-based employees and a single point of contact
(1\1.s. Joanna Sissons) 'v-rho is responsible fOT the fulfillment of the contract ternl.S and
management of our selected tecllll.ology vendor; the State has the immediate attention of FSH
senior leadership and its executive body.
It is our philosophy of team work, creative problem solving, umovative and dynamic
relationships that a110\>\7 us to be especially responsive to our customers.
personal accountability U1 all 'we do - no matter the level of employee.
We emphasize
Although today FSH is primarily a Public and Imnate Telephone Services provider It intends
to evolve into other services and technology. INe are actively engaged ,,,lith several cutting
edge entTepreneurs who will allow us to bTing additional solutions to the public and imnate
markets over the teTm of the conh'act,
WA DOC can be assured that it may call upon anyone of the FSH team, hom OUT CEO Don
Goens to our admuush'ative staff and 'will receive the same lugh quality customeT service.
FSH is minority owned arid our oTganization is veTY diveTse, purposely, as 'iNe understan.d
the value of the contributions umerent in the workplace. INe .are as vaTied etluucally, in
gender, expertise, cultural and religious backgi"o1.mds, age, and abilities as any company who
has a genuul.e commitment to fan- and equal h"eatment of its employees and customers.
FSH cUTTently has over 200 employees and 10conh"actors Ul. its employ.
FSH Commmucations pm"chased tlle assets of the Qwest Public Access Solutions (PAS)
division (the public Emd n-unate pay telephone gl"OUP of Q'iNest's) in 200:4. Qwest, like many
of the other telephone compaJ.ues in the' Uluted States, determul.ed that PAS was not part of
its sh-ategic product IUl.e and therefore sought a buyer who ~"7ould continue to seTve tll.e
customeT base with the same attention and dedication. FSH isfully funded, has .tl'1e customeT
base to sustau1 itself, the backing of Qwest and the support of premier technology associates
such as VAC aJ.l.d GTL. In essence, 'we ha.ve been lin business' since pa.ll telephones were
invented!
<
Our entiTe executive body and staff are senior veteraJ.l.S having worked in the 'payphone
divisions' of Qwest, U S 1NEST, SBC, Ameritecll, VeriZOll." and maJ.1Y others. The average
..
October 3, 2005
Page 26 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
number of HUlts ser'[n:71f! the Public Tele17hone l\1arkets is )0 lIenrs, and D'uer 30
Telecommunications industry!
•
..
co
•
..
venTS
L
,[-PDrkin§' in the
C
This company 'il\ras formed to specifically serve this market and haVing acquired the entire
asset base of tools, h"L1Cks, systems, computers, phones, spare parts, etc. from QINest the
transition has essentially been transparent to the customers and end users. Approximatelv
half of the FSH staff (and nearlv 100~~) of its managers) were formerly employed by Owest
Public Access Solutions and were directly hired by FSH due to their expertise and
dedication to the market and its customers.
FSH has employed many of the same individuals who were part of the Qwest Public Access
Solutions division (payphone group) and therefOTe has had little h"a:iJ:ling requirements" \1\1 e
continue to employee teclulicians who have specialized in the public telephone business,
which further reduces technical h'aining time. Our salary and benefits are cOlnmiserate and
·often exceed companies of silnilar size and indushy FSH offers a robust benefit:; and
vacation plan.
lIVe do, howev'er, place considerable emphasis on customer service and cross-trailling. FSH
maintains a robust onllll.e reference and h"aining program, Info Buddy, which pmvides
detailed insh"uctions on everything from tariffs, to payphone programming, to conh"act / legal
pEll"ameters for the compElll.y. TIus matel~ial is continuously updated by a dedicated resource
(program manager).
FSH proposes a reliable Elll.d secure lll.l11ate telephone system that will be served_.by best in
class employees. Tlus team will be lead by JOalUl.a Sis sons as \IVA DOC's single point of
contact. FSH intends to mlilinLize disruption to the State's facilities during the conh"act term
and will demonsh"ate the highly sophisticated· Ellld secure, yet simple to operate, innlate
telephone system.
FSH 'will be responsible for the contract with the State and ·will provision all aspects of
services related to the llunate telephone system, including local and all long distance service.
FSH will use only currently mElllufactured Ellld tecluucally suppOTted equiplnent fOT the teTm
of the contract. The scalable functionality ·of the proposed system will allo·w the State the
flexibility it will require over the term to ChElllge and grow as its needs dictate. The
employees assigned to IIVA DOC are lughly experienced in the Corrections' industry.
October 3, 2005
Page 27 of 54
Staie of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
Currently, FSH services over 170 correctional facilities across the 'i!\lest 'I\rith lTl.me than 10,000
llUTlate telephones. Among those 170 facilities are most of the County facilities 111
V\7ashington. And some of the largest and most visible Detention Facilities in the nation:
Salt Lake County in Salt Lake City, UT
'" Denver City and County, Denver, CO
Hennepin County in Iv1inll.eapolis, MN
.. 'i~ashington Deparbnent of Corrections
• Oregon Deparbnent of Corrections
. Colmado Departnl.ent of Corrections
E
Arizona Deparbnent of Corrections
• Utah Department of Corrections
II:
Ii
October 3, 2005
Page 28 of 54
CRFP6446 - Offender Telephone System, Recording, /vIonitoring
Slate of Washing/on Oepartment Df Corrections
QUALIFICATIONS PROPOSAL
Ft.
nrer?tr:
6.7.1.1 (MS - 10.0) References/Experience
List at least three and no more than five vendor references for which the vendor has provided offender
telephone systems similar to that sought through this RFP. Describe the specific experiences the
vendor and subcontractors have had in providing inmate telephone systems and services. Clearly
describe the scope and scale of the services provided for each experience, including whether the
experience was that of the prime contractor or subcontractor. Limit the description of each experience
to five pages or less. Each description can include either the Vendor or a subcontractor(s) or both.
Describe how each experience applies to the following:
Design and implementation of system wide or local offender phone systems .
Billing/payments
Customer/public relations
Management of subcontractors
Maintenanc;e/repair
Troubleshootinglresponse
Monitoring/recording integration
Other
References must contain the fum's name, contact's name, and phone number. The score will be
based on a review of the vendor's response and the information obtained by the Department from the
listed vendor references. The Department may, at its option, contact other vendor customers with·
whom the vendor has contracted and use such information obtained in scoring this item.
". FSH Response:
FSH believes that our current customers are our best ad-vacates in conveylll.g their
satisfaction with our services, creative problem solving, commitment and passion_ \Me
bighly encourage WA DOC to contact each of our references cmd ask them three
questions:
a. E:A'Plain yOU!' satisfaction with your Account Executive and the FSH (formerly
Qwest's) team's commitment to your needs?
b. How would you describe the quality of their services and product?
c. Are you treated fairly and honestly?
Reference Name:
Maricopa County, AZ
Contact's Name:
Linda Christophel
,
102 W. Madison Street,
Phoenix, AZ, 85003
Contact Telephone
Nl,Imber:
602-876-1672
FAX: 602-876-2672
I christoQhel@.mcso.maricoQa.gov
Are we the Prime or
October 3, 2005
FSH is the prime contractor
Page 29 of 54
CRFP6446 - Offender Telephone System, Recording, /v1onHoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL.
Nt=
Subcontractor:
Describe the specific
experience: (use the
criteria below)
" Design and implementation
of system wide or local
offender phone systems
• Billing/payments
• Customer/public relations
• Management of
subcontractors
• Maintenance/repair
~ Troubleshooting/response
• Monitoringirecording
integration
• Other
Description of Telephone Service or Program(s) provided:
Inmate Telephone Service for 900 phones located in nine separate
Ivlaricopa County facilities.
Description of administration and services that support the
above mentioned Program(s):
With the addition of two new jails that opened in 2005, there are 900
telephones and 12,000 inmates. Owest is the "Prime" contractor for
all Inmate Telephone Services at Maricopa County Sheriff's Office
facilities in and around Phoenix and FSH is the lead subcontractor for
Owest, responsible for all day to day operations of the inmate
telephone system. FSH supports six main jail facilities, two
substations and a County Hospital ward with high-security inmate
telephone equipment.
FSH is responsible for the installation,
maintenance, and repair of the inmate telephones, lines, and fiber
optic equipment, and oversees the successful completion of all local
and Intra LATA inmate calls and insures the proper billing, collection,
and commission payments are made on all call types.
Approximate date(s) of services provided:
As Mountain Bell, then U S WEST, then Owest, and now as FSH
Communications, our team has provided continuous inmate services
to Maricopa County for over 20 years. The service record at Maricopa
County locations has been excellent, and we are proud to include
Maricopa County as a reference for this proposal response.
Design and implementation of system wide or local offender
phone systems
FSH works directly with Maricopa County to incorporate customized
features into the system. As. an example, we recently added a feature
that allows inmates PIN's to only be used in the Pods in which they
are housed. PIN swapping by inmates can hinder investigations, but
with the PIN to Pod Level feature, an inmate PIN can only be used on
the phones in his/her housing unit
Billing/payments
,
FSH is responsible for insuring that commission payments reach·
Madcopa County on time and in the correct amount, and recently
remitted a check for several million dollars to Maricopa County as an
annual· commission payment. FSH is currently assisting Maricopa
County in auditing revenue and commission records of a
subcontracted Long Distance Carrier. Should discrepancies be
uncovered, FSH will assist Maricopa County in finding alternative
carriers and overseeing .the transition process. FSH records have
never been audited or questioned by Maricopa County.
Customer/public relations
FSH supports Maricopa County charitable events, and has used
Maricopa County in past advertising.
Management of subcontractors
October 3, 2005
Page 30 of 54
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
FSH supervises all day to day activities and service providers
associated with the inmate telephone system.
Maintenance/repair
FSH is responsible for the maintenance and repair oJ all inmate
telephone sets and associated wiring, and we supervise the
maintenance and· repair of the computerized inmate calling system
provided by our vendor subcontractor.
Trou bles hooting/response
FSH provides for system administration support "on site" at lv1aricopa
County full time. After hours and on weekends and Holidays these
technicians are on-call with guaranteed 4-hour response time in
emergency situations.
Monitoring/recording integration
All monitoring and recording equipment is integrated into the inmate
calling platform. All calls, with the exception of privileged attorney
calls, are recorded and retained for one year "on line" and are
available for immediate playback. lv1aricopa County also utilizes
numerous employees whose job it is to live monitor inmate calling on
a random basis. This concept was developed under FSH's guidance
and integrated into the system by our vendor subcontractor.
Reference Name:
Colorado Department of Corrections
Contact's Name:
Sue Grisenti
275 W Hwy. 50
Canyon City, CO 81215
Contact Telephone
Number:
( 719 ) 269-4262
Fax: ( 719 ) 269-4260
Sue. Grisenti(ci)doc.state.co. us
Are we the Prime or
Subcontractor:
FSH and VAC are subcontractors
Describe the specific
experience: (use the
criteria below)
Description of Telephone Service or Program(s) provided:,
• Design and implementation
of system wide or local
offender phone systems
.. Billing/payments
• ~ustomer/public relations
• Management of
subcontractors
• MaintenanceJrepair
Inmate Telephone Service for 328 phones.
Description of . administration and services that support the
abovementioned Program(s):
There are 328 telephones and 14,000 inmates. VAChas been
providing the inmate ca'Jl processing technology for the State of
Colorado for the past six years. At present, the project is being
upgr.aded to utilize the System 100 technology for all 22 institutions.
The platform is WAN based and supports an integrated solution of
debit and collect calling. as well as full channel monitoring and
recording.
Approximate date(s) of services provided:
October 3, 2005
Page 31 of 54
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Correciions
QUALIFICATIONS PROPOSAL
tm
ti
Troubleshooting/response
• . Monitoring/recording
. integration
• Other
FSH/Qwest has provided inmate service with VAC for the past nine
years .
Design and implementation of system wide or local offender
phone systems
The design and implementation of the inmate telephone system was
joined developed by Colorado DOC and Qwest Communications
(now FSH).
Billing/payments
FSH pays commission payments generated from the Value Added
Communications system reports. FSH's commission check is sent to
fv1CI who then sends a single commission payment to Colorqdo DOC
with detailed backup.
Management of subcontractors
MCI is the Prime Contractor for Colorado DOC and FSH functions as
a subcontractor providing all inmate telephone sets and lines that
carry all local and intra-lata traffic
Maintenance/repair
FSH is responsible for the maintenance and repair of all inmate
telephone sets maintenance and repair of the computerized inmate
calling system is supervised by MCI the Prime contractor.
Troubleshooting/response
FSH provides for system administration support "on site" 13t Colorado
DOC full time. After hours and on weekends and Holidays these
technicians are on-call with guaranteed 4-hour response time in
emergency situations.
Monitoring/recording integration
All monitoring and recording equipment is integrated into the inmate
calling platform. All calls, with the exception of privileged attorney
calls, are recorded and retained for one year "on. line" and are
available for immediate playback. Colorado DOC .also utiiizes
numerous employees whose job it is to live monitor inmate calling on
a random basis.
Reference Name:
State of Oregon Department of Corrections
Contact's Name:
Steve White or Greg Sapaugh
2575 Center St NE,
Salem, OR 97302
Contact Telephone
Number:
( 503 ) 947-1015
October 3, 2005
Fax: ( 503 ) 373-1173
Page 32 of 54
MMb. .".;
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
HOOttt:e""' ......... '·1:t:tIrWrt!
steverwhite@doc.state.or.us
Are we the Prime or
Subcontractor:
FSH is the prime contractor
Describe the specific
experience: (use the
criteria below)
Complete State~Wide System Change out to Integrated
Monitoring and Recording
• Design and
implementation of system
wide or local offender
phone systems
• Billing/payments
• Customer/public relations
• Management of
subcontractors
• Maintenance/repair
• Troubleshooting/response
• Monitoring/recording
integration
• Other
FSH, and as formerly Owest and U S WEST, has provided inmate
telephone service to the State of Oregon since inception there. The
VAC system was trialed at one large site for a year in 2003. After a
successful trial period, all sites were converted from T-I"-JETIX call
control platforms with Dictaphone equipment to VAC sites with
integrated monitoring and recording in 2004. Other features added·
were a Debit system, Allowed Call List and PIN's.
Network is
provided through Owest for local and intraLATA service and GTL
(formerly AT&T) for long distance service.
Design and Implementation of system wide or local offender
phone systems
FSH and VAC designed a total system wide area network
configuration which ties in all 13 State of Oregon correctional facilities
together. This network includes the headquarters location in Salem,
Oregon and allows all sites and headquarters the ability to access
and monitor recordings at all other sites. A Project Manager was
assigned to oversee the installation of the network and call control
platform at each site and to coordinate directly with headquarters and
each facility for a smooth transition. All involved State parties are
included in coordination calls and are included in all correspondence
regarding the installation. This includes the appropriate State IT
personnel associated with the project. Regl:llar coordination calls are
held to develop an acceptable install schedule and allow for the
appropriate people to be on site for cutover.· Check lists are
developed and work.ed through to completion.
Systems were
changed over and networked together ahead of the debit feature turn
up system wide. Most recently an allowed call list application is in
process for turn up in October. FSH and VAC are working closely
with the State to oversee the project, smooth out the process and
assure another flawless transition.
Billing/payment
FSH pays the State of Oregon a Guaranteed commission payment
qualierly each· year of the contract which expires in 2010.
Commission payments. are sent from the subcontractor (GTL) directly
to FSH however the State receives one check from FSH directly fOIall services.
Management of Subcontractors
FSH is the prime contractor and manages all issues relating to the
October 3, 2005
Page 33 of 54
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of Corrections
---
QUALIFICATIONS PROPOSAL
inmate telephone service through the appropriate VAC and GTL
personnel to resolution or completion.
Maintenance and Repair
FSH provides one number for all State of Oregon repair and
maintenance issues. This number is used to assure tracking of
trouble tickets are in place and provides a history of what has taken
place with each site and the account overall. There is a second 800
number provided through speed dial for inmates to call directly for
repair of telephones and questions on debit accounts. This number is
answered by an automated operator so there are no live operators
involved whatsoever. FSH personnel, who deal only with inmate
telephone issues, prune off the calls on a regular bases and issue
repair tickets as needed. This has saved the State of Oregon the
time in dealing with inmate complaints.
VAC also has a TAC center that is open 24/7 to handle repair issues.
They are able to monitor and handle trouble remotely many times
before the sIte is even aware there is a problem. They can access
the sites remotely to deal with trouble tickets received and even
Remote maintenance is provided
before there is one issued.
regularly to assure their high percentage of uptime continues.
Reference Name:
State of Washington Department of Corrections Airway Heights Correction Center & State Penitentiary
Contact's Name:
Jerry Shuemaker
-
Harold Lee
11919 W. Sprague Ave,
Airway Heights, WA 99001
Contact Telephone
Number:
1313 N. 13th Ave
Walia Walla, WA 99362
( 509 ) 244-6770
( 509 ) 526-6318
shumaker@doc1.wa.gov
helee@doc1.wa.gov
Are we the Prime or
Subcontractor:
FSH and VAC are subcontractors to GTL
Describe the specific
experience: (use the
criteria below)
Description of Telephone Service or Program(s) provided;
• Design and
implementation of system
wide or local offender
phone systems
October 3, 2005
Inmate Telephone Service at the Washington State Penn and Airw'ay
Heights specifically. These two sites are set up on a trail bases for
the last two years with VAC inmate call control equipment.
Description of administration and services that support the
above mentioned Program(s):
Page 34 of 54
CRFP6446 - Offender Telephone System, Recording, /v1onitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
., Billing/payments
., Customeripublic relations
5
Management of
subcontractors
• Maintenance/repair
• Troubleshooting/response
• Monitoring/recording
integration
.. Other
FSH is including the following two State of Washington sites as one
reference: These sites are managed by FSH and were changed out
to the VAC system on a trial bases. This was at FSH's request and
with the agreement of A T& T/GTL and DOC headquarters. FSH felt it
our responsibility to offer the opportunity for the State to experience
new technology with a vendor that agreed ~ith the FSH/Owest vision
of providing excellent customer service along with superior
equipment. We strongly believe that these two sites have
experienced what FSH promised and therefore deserve to be shown
as a reference in the FSH bid response to the State of Washington
DOC.
Approximate date(s) of services provided:
VAC call control systems were installed at both sites approximately
two years ago. These systems replaced the T-NETIX call control
platforms with Dictaphone monitoring and recording as a trial of new
technology. Both sites use the VAC PIN system and have integrated
monitoring and recording function. System installs were coordinated
with a project manager assigned by FSH/Qwest, WADOC site
The
contacts and appropriate WADOC IT personnel's approval.
entire team worked together for a flawless transitiqn.
Design and implementation of system wide or local offender
phone systems
At the present time both sites are stand alone, ~ut the WADOC plan
is to integrate both of them into a WAN based system incorporating
all sites with one vendor platform.
Billing/payments
FSH and GTL pay commissions one year in advance to the State of
Washington DOC with a true up at year end.
Customer/public relations
FSH has carefully watched over the needs of the FSH WADOC
facilities. Our focus has been on what is in the best interest of the
State and made sure that headquarters staff has stayed informed of
any issues involving the FSH sites. It is believed that Headquarters
staff and site personnel trust that they can depend on.· FSH's
continued support and focus regarding all inmate telephone and
system issues.
Management of subcontractors
FSH is not the prime for the WADOC account but is very involved
and hands on with all of the FSH sites within the WADOC system.
Maintenance/repair
October 3, 2005
Page 35 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
FSH is responsible for the maIntenance and repair of all inmate
telephone sets and associated wiring within the FSH/WADOC
facilities.
FSH supervises the maintenance and repair of the
computerized inmate calling system provided by our subcontractor's
for all of the WADOC/FSH sites. FSH provides one 24/7 telephone
number for all repair or if the site chooses they may call the VAC 24/7
number for system related issues.
TroubleshootingJresponse
All VAC system software upgrades are done only after notification
and approval of FSH. If any chance of system downtime, the site will
be notified. This type of software upgrade is generally done in the
evening when the phones are off for the night. All major repairs are
completed within a 4 hour timeframe and minor repair within 24
hours.
Monitoring/recording integration
As part of the trial for the Washington State Penn and Airway Heights
facilities, FSH removed the Dictaphone recording and monitoring and
·installed an integrated VAC solution at those two sites.
Other
WADOC/GTLlFSH facilities have different inmate call control
platform's and IVlonitoring and recording solutions than Washington
State Penn and Airway Heights.
Reference Name:
United States Federal Bureau ot-Prisons
Contact's Name:
David Casillas
320 First Street, NW
Washington, DC 20534,
-
Contact Telephone
Number:
(202) 616-2060
Are we the Prime or
Subcontractor:
VAC is and has been a subcontractor in support of the FBOP to
Computer Sciences Corporation (CSC) for current ITS-2 contract and
to Unisys for the new ITS-3 contract award.
Describe the specific
experience: (use the
criteria below)
Description of Telephone Service or Program(s) provided:
e
Design and
implementation of system
wide or local offender
phone systems
October 3, 2005
The FBOP is comprised of 104 networked' facilities, an estimated
188,000 inmates, with over 6,000 phones, over 600 workstations,
processing almost 40 million call transactions per year to which VAC
provides the complete technology and support of their integrated
recording and monitoring system.
VAC provides all call processing, technical assistance, regulatory
reporting, and software support. VAC is also the tariffed carrier of all
Page 36 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
.. rtt#' Ft
~
Billing/payments
• Customer/public relatiDns
• Management of
subcontractors
• Niaintenance/repair
collect calls. The VAC system inteliaces with the ATG Trufacs
commissary system for funds transfer to the inmates' telephone
accounts. I n, addition, VAC wrote the interface to the FBOP's Sentry
inmate tracking system which manages all inmate movement and
status throughout the Federal Prison System.
Description of administration and services that support the
above mentioned Program(s):
• TrOUbleshooting/response
" Monitoring/recording
integration
VAC - as subcontractor to Computer Sciences Corporation (eSC) for
current ITS-2 contract and to Unisys for the new ITS-3 contract
award.
• Other
Approximate date(s) of services provided:
VAC has provided service to the Federal Bureau of Prisons since
1998.
We have consistently met and exceeded the FBOP's
expectations to the point that VAC was awarded a second contract
under a new Prime - Unisys - utilizing the VAC inmate call control
platform through August, 2011.
Design and impiementation of system wide or local offender
phone systems:
Services Provided: National, multi-site, system-wide, WAN-based
Inmate Call Control System providing collect, debit, and prepaid
calling capabilities.
VAC provides call processing services, technical assistance,
regulatory reporting, and software support. VAC is the tariff carrier of
all collect calls for the FBOP. VAC also wrote ITS system interfaces
into the ATG Trufacs commissary system to transfer funds for use on
the telephone system and the FBOP's Sentry inmate tracking system
which manages the movement and status of all inmates throughout
the Federal prison system.
.
Billing/payments
Designated services not provided by VAC
Customer/public relations
Designated services not provided by VAC
Management of subcontractors
Designated services not provided by VAC
Maintenance/repair
The System 100 was put to the test in a 10 month study at the
Federal Bureau of Prisons. The tabulated results reveal less than
one minute of down time per month.
October 3, 2005
Page 37 of 54
Siaie of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
Average Downtime per site per month is 35 -seconds.
Availability Percentage is 99.9988%.
S~/stem
Troubleshooting/response
VAC provides on site and remote troubleshooting as required.
6.7.1.2 (MS - 6.0) Vendor Resources
Provide brief one-page resumes of the single point of contact and any other individual presently
employed by the vendor or stated subcontractors who will be responsible to ensure vendor
perfonnance and customer (DOC, offender, and public users) satisfaction with the services provided.
Provide documentation showing arrangements made with local exchange carriers to allow offenders to
make collect calls. The score will be based on review of resumes provided, contact with references
included within the resumes, and the extent of arrangements made with local exchange carriers.
Include the following information, at a minimum, for each person identified:
Name Position, roles, and responsibilities served in past engagements Description of key specialties
and abilities Description of education and training References for the past engagements
+
FSH Response:·
FSH brings the strengtlt, experience, and ability to focus on man.agilLg t~Le day to day
operations of critical service to the \IVA DOC inmate phone system. \IV e understand the
changing enviromnent in the corrections market and believe effective account
management for \IV A DOC req·llires an experienced, professional Account Executive
based III the area. Ms. T
Danna Sissons is the FSH Account Executive assigned to be
your point of contact for any questions or requests concerning the contracted services,
which includes (but not limited to) reports, compensation, service and maintenance,
training, ek
1he following are bl'ief resumes of the key personnel assigned to the State of
VVashillgton Deparb.1lent of Corre,ctions; each description lllcludes qualifications,
education / trailTIng / work experience, and references.
Don Goens, President of FSH Communications, LLC; the largest independently OIJ\TI1ed
pay phone company :ill the United States. From 2003 to 2004, he served as Vice
President-\Alholesale Services, Q'i1\7est Comm"Lmications, with responSibility for the
Public COlmmmications segment. From 2001 to 2003 he served as President FSH
Enterprises, where he provided consulting to companies such as Urb21l1
CommUlucations a VDSL service provider. From 1997 to 2001, Goens served as division
President of SBC Public Commmucations, the largest pay phone COmp21l1)' in the U.S.,
with over $900 million :ill revenue. He had full P & L Tesponsibility for all retail pay
October 3, 2005
Page 38 of 54
Siale of Washingion Departmeni of CorrecUons
CRFP6446 - Offender Telephone System, Recording, Monitoring'
QUALIFICATIONS PROPOSAL
phones, inm.ate calling services and prepaid cards in a 13 state n'larket. From 1994 to
1997, Goens served as Ameritech Vice-President of Finance in t'iNO multi-billion dollar
retail divisions, "vl'lere he ,Nas responsible for all intenl.aJ financiaJ operations. He also
served as Ameritech Vice-President of Sales and Service for the $3.5 billion consum.er
retail business and Chief Financial Officer of Illinois Bell, the largest subsidiary of
Ameritech with $3.6 billion in revenue.
Mr. Goens has an l\,ffiA in fin.ance and economics from J.L. Kellogg Graduate School of
Management and a .B.S. in accounting from Indiana University. He is also a CPA.
Michael L. Iolmson, Executive Vice President General Counsel & Secretary for FSH
Communications. He has more than 16 years of experience representing clients in the
telecommmrications industry and in serving III executive managelnent positions. Frmn1994 to 2001, Mr. Jolul.son served as Vice President General Counsel for the Amelitech
(subsequently SBC) Public Access Buslll.ess division. In his role, he participated lll.
numerous lll.dushy forums addresslll.g the h'all.sition from a regulated to a deregulated
pa:yphone environment, which ,Nas ultimately achieved through federal mandate ,Nith
the enactment of the Telecommmrications Act of 1996.
Prior to 1994, Mr. Jo1ulson served as General COl.1l1sel for the Ameritech Telephone
Industry Services division, as well as III other senior munsel positions, Slll.Ce joining
Ameritech lll.1989.
Upon graduating f1~om the University of Michigan Law Schoollll Ann Arbor, Iv1ichigan,
Mr. Jolulson began his legal career III 1986, as an associate with the Detroit based law
finn of Dickinson, \Nright. He specialized lll. employment law and conunercial
litigation. In addition toa la-vl7 degree, Mr. Jolmson holds a bachelor and masters degree
ll1 education.
Michael Tatom, Executive Vice President for FSH Communications; 'he has Dlore thall.
30 years of telecommunications experience in operations and executive manageD'lent.
From 1998 to 2000, Mr. Tatom served as the Chief Operatlll.g Officer of MacOlnb S.A. de
c.v.( a CLEC operating in ~exico City and Puebla) ,<\7here he "vas responsible fOT
lmmclmlg the buslll.ess. USlllg a "smart build" that he developed, the COlnpall.Y I,vas able
. to grow 17, 000 lines in the first 8 months of operation. From 1997 to 1998 Tatmn was
Vice President of US \!\Test headquartered III Denver Colorado. 1V1r. Tatom established
the Designed Services organization that provided broadballd fOTthe 14 state region.
Under his leadership, US \!\Test launched the fu'st conunercial DSL services lll. 1997 and
initiated the first field trial of VDSL service. Mr. Tatom VI7 also responsible for team
as
October 3, 2005
Page 39 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, ivlonitoling
QUALIFICATIONS PROPOSAL
.~
lTlRnaging the grovlth and operations budget of the company and V,Tas able to reduce
capital reguirements by mOTe than 20% ill the first year of his leadership. Fronl 1993
through 1997, Mr. Tatom held severa] officer level jobs at Ameritech, headquartered in
Chicago, Illinois. \lIlll.ile Vice President for the Custom Business Unit, he consolidated 28
cent~rs into 5, reducing year over year operating costs by more than 25%. In that same
capacity he was key in la"LU1ching the managed services business for Ameritech and
negotiated and implelTl.ented the largest and most profitable service contract in
company history.
Iv11". Tatom holds an undergraduate degree in business administration from Eastern
Kentucky University, masters in business in business administration from' Fairleigh
Dickinson University and a certificate :in advanced management from Case IN estern
Reserve University.
Steven Loggans is the Vice President and General I'v1anager r and is a member of the \
executive group at FSH Communications LLC. J:vlr. Loggans previously was the
Senior Director for Q,I\Test Comm1..llucations Public Commmucations business unit and
was inshumental in transitioning tlus business l1lut to FSH Comm"Luucations. Mr.
Loggcms is responsible for all Sales, Operationsi l'v1arketing and Product OTganizations
within FSH COl1umuucations.
r
lVl.r. Loggans has over 30 years experience in the telecomm:.-mications :i.ndustry, with the
firms of Motorola, Nortel Networks, Qwest Comm1..llucations and FSH
Commmucations. Professional accomplislIDl.ents include directing the operations of a
Norte! di.rect sales Emd service orgaluzation supportillg Phoenix and Tucson, with all
installed base of over 30,000 lines. 'iNhile at Motorola, he implelnented the first large
customer DINned P i~..PX systems in Arizona after the Carterphone decision.
Additionally, Mr. Loggans implemented a customer self-maintenance organization for
these systems.
Mr. Loggans possesses a Bachelor of Science in Business Admilustration from the
University of Phoenix - Phoenix, Arizona and has completed over 1000 classroom hours
of programmed h'aining in humah resources, leadership all.d labor relations.
Dana Alixander r Sales Director for FSH Communications, with responsibility of over
300 Retail and IlUl1ate accounts throughout 17 states.· 1\11s. Alixander has over 16 years
telecommUlucations' experience in Ope~'ations and Sales IVlal1agement.
Her current responsibilities include managing the National Retail all.d Imnate Sales
Team, collaboration with a diverse vendor base, ensuring customer satisfaction and
providing superior products and services to meet our customers ever changing needs.
October 3, 2005
Page 40 of 54
State of Washingion Department of CorrectJ"ons
CRFP6446 - Offender Telephone Sysiem, Recording, Monitoring
QUALIFICATIONS PROPOSAL
Ivls. Alixander is also the recipient of several prestigious compan:y El'iNards, mTIong them
PlamlUlI1 Perfonl1er in 2002 and President's Circle of Excellence I,vlluler in 2003.
Prior to her present assignment, M:s. Alixander has served as staff manager for Qwest
Public Access Solutions, as ,Nell as manager for their Customer Service Business Office.
During her tenure ,Nith Qwest Dex M:s. Alixander held severa] selum level positions,
including Quality Process 1vlanager, Operations Manager, Advertising Sales M:anager,
and Lead Project Manager on several company projects including the Year 2000
conversion team.
1v1s. Alixander has extensive telecommmucati6ns' experience in many diverse business
units in operations, sales and customer contact positions Slll.Ce 1989. She additionally
v,Torks closely ,Nith other market units and vendors "vitl1in the industry to provide
enhanced solutions to FSH customers. She also ,1\7
0rks closely with Operations,
Customer Service and Product Management to continually raise the standard level of
service to our customers and with our vendors.
Ken Iaclanan is the Director of Operations for FSH Communications. Mr. Jackman
has been wmking in the telecommUlucations indush")' for over $4 years. He has been
involved ,Nith the payphone business for the past t'iNenty years, as either the local field
manager or as the dil-ector. Mr. Jackman managed the initial installation of all of the
pay telephones at Denver International Airport during the consh"uction phase aild
opening of the airport. He was also involved in other major projects which include
Coors Field, \!\TorldYouth Day in Denver and the fu:st e·ver CART race in Denver. Ken's
operations today encompasses pay phone and inmate services for a 16 state area and
includes all activities concernlllg lllstailation, maintenance, collections, and C01.mt:iJ.lg.
Greg·Button is the FSH Customer Service Center Director and is located in Portland,
Oregon. 1v1r. Button's team consists of Customer Service Represeiltatives, TechLlical
Repair and Dispatch Representatives.
Previously 1v1r. Button enjoyed a long tenure "vith Qwest COmlTIUlUcations as Local
NenNork Program/Project Manager, Teclul.ical Project lVLan.ager, System lv1anager,
Network/ CDAC Manager, Sales lv1anager, Human Resource M:anager, and his first
position as a Residential Service Representative.
IVlJ:. Button ,Nas lllstrumental in developlllg a number of relationslups with various
universities, schools, and govenU11ent agencies fOT the recruitment of qualified and
diverse ·applicant pools. Mr. Button has previously been appolllted by the GovernOl" of
Oregonio serve on the 'Commission For the Blllld' as an employment consultant..
J\l1r.· Button is the FOUllder and President of ACTIFF Inveshll.ents 1983 (Limited
Partnerslup). Involved in grOlNing an award v\7inning inveshl1ent club. Responsible for
'-",
October 3, 2005
Page 41 of 54
State ofWashington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
the education of all 20 parLTleTS in teaclung the principals of investing in the global
security market.
He also serves as an independent co-trustee of an estate trust INith all fiducial'.y
responsibility and ,Nas an Arbitrator for the Portland Better Business Bureau from 1980
to 1999 solving consumer complaints "vith manufachues of products and services,
through binding arbitration.
1,,1r. Button has an J:ABA :in Human Resources / Marketlll.g from City Uluversity, as ,,,7ell
as attended Portland State University, Graduate School- Sociology and graduated from
Portland State University with a BS, Sociology/Psychology.
Ioanna Sissons, FSH Inmate Account Executive will be the single point of contact for
'TI1e State of \Nash:ington DOC for any questions or requests concerning the conh'acted
services, wluch includes (but not limited to) reports, compensation, service and
maintenance, training, etc. The folloWTIlg is a brief description of her qualifications.
Ms. Sissons has 28 yeaTs of Telecommunications experience, with the last 14 yeaTs
directly assigned to the Corrections maTket.
1v1s. Sissons' responsibilities hl.clude major aCC01.mt management of City, County and
State TIunate facilities TIL V\Tashington and Oregon. She is especially qualified to lead
major system integrations, system h'ansitions and be the customeT advocate fOT
technology and service enhful.Cements.
Ms. Sissons' previous experience is with Verizon (GTE) wOTking TIl. the network/PBX
rnarket segment. She was SerVTIlg as an Account Manager TIl. the corrections nl.arket for
five years before movTIl.g to Qwest TIL tlle same capacity. JOaJ.1.na is highly expelienced TIl.
the corrections market aJ.ld veTY well qualified to act as a major POTIl.t of .contact for the
State of \N ashlilgton .
.Ms. Sissons looks forward to continuing her service to' the State of V'lashingt011 DOC in an
account management and as a Corrections industry expert.
1
Bob Dubay, FSH Product Director - Corrections has nearly 25 years experience in
TelecommUlucations conUllenCTIlg with Pacific Northvlest Bell in 1977. For the past 11
years, Mr. Dubay has been directly involved in the Corrections maJ.'ket segment for
U S"\I\TEST and Qwest CommUlucations. His current responsibilities include vendor
relationslups, new product introduction, aJ.l.d manag:ing the existing base of TIunate
.accolmts from a product perspective nationally.
October 3, 2005
Page 42 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Moniioring
QUALIFICATIONS PROPOSAL
Prior to his present assignm_eni; IVIr. Dubay ,vas the Regional Sales 11anager '!\Tith Q,I\7 est
Comml.mication.s wmking in both inmate and retail l1"larkets. Preceding that
opporil.uLity, which lasted appi'oximately four years, Bob ,vas involved ll"l Sales
supporting the Airport and Truck stops markets. Earlier years ,vitli U S INEST included
sales positions in marketing suppmting the Dimension/Horizon PBX product lines.
M1'. Dubay comes with a solid backgrOlmd in telecommmucations specifically targeting
the corrections market for mme than a decade. He has worked Closely ,vith a variet,y of
vendors in developing and nurturlllg strategic alliances with them.
Denitrice Ienldns, FSH Account Consultant - Corrections has eight years of
TelecommmLications experience and has been an Account Consultant III the Corrections
sector for the past five years, She is expel'ienced with significant _Account 11anager
support as well as assisting III managing the revenue base while ensuriIlg customer
satisfaction by coordlllating the timely implementation of imnate payphone systelTIS and
services of a designated group of sh'ategic/regional accounts.
DelLitrice analyzes customer-billing llLformation to ensure acClUa cy, pTovides RFP
support, accoUllt management, & project implementation. She creates specialized
customer & inter-company repoTting, assists in Sales Cycle, Tenevlals and 'win backs by
desi81Ling, pricing, and prOpOSll"lg customer solutions. She Tesponds to requests from
existing customers to fulfill the sales process and handles internal escalation all_d dispute
processes (major commission issues, questions/complaints, service concenl.S, etc).
Christie Bailev, FSH Provisioning rv1arlager had ,vorked for Verizon/GTE for 31 vears.
For the last tlLirteen years of that rune she held positions in the Public Comml.uTIcations
Deparhnent. As a Tecll.lucian, Inmate Systems, her responsibility's included wmking on
various lllmate call conh"ol systems; VAC, Science Dynamics, and the T-NETIX P3 and
Combridge systems. She also wOTked with vaTious inmate phones such as Phillips and '
Brooks Smart Phones and 10 A's.
•
C
.
J
For the last seven yeaTS wlth Verizon, Ms. Bailey held the pOSition of IN estern
WaslLington Operations lvIanager, managing the tec1u-ucians for payphone and inmate
phone installation and repair. Her personal priority "vas to .meet install COIIll1litrnents
on time and provide quick turn ElTol.md runes for repair and mall1tenance of phone
systems.
d2
October 3, 2005
Page 43 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Talephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
Ms. Bailey's most recent position is ,1\7ith FSH Communications as Operations
Supervisor Corrections. This position requires the skill set derived from her previous
})osition "with Verizon in the same capacity. lv1s. Bailey 11l_anages the FSH techl"licians for
payphone and inmate phone installation and repair throughout the State of
,t\7ashington. Her personal priority remains the same. To provide customer satisfaction
by meeting install commihl"lents on time, and by providing quick turn around tilT\.es for
repair and maintencllLce of phone systems.
Mike Howard, FSH Telephone Technician has worked in telecommunications his
entire 36 year career starting ,,,7ith GTE in 1967 as a lineman. Upon his retirement from
GTE/Verizon in 2003, he had worked as a cable splicer, installation and n"laintenEu"lce
technician, central office installati0l1 tecluTIcian, special apparahls (PBX) installation &
maintenance teclllTIcian, systems administrator, special apparatus supervisor, service
manager-major accounts, customer engineering manager-data systelns, area manager
El11d customer operations manager.
i\lthough fairly new to FSH, Iv1ike IS committed to using lTIS previously acquired
knowledge and skills to devote exclusively to FSHlocal area customers.
FSH Telephone Technician Team - vVashinoton-based
FSH Communications employs 17 Vvashington-based Payphone Tecluucians ,,,rho are
located throughout the state for complete service coverage.
The average
Telecomll1mTIcations experience is over 20 years. TI"le FSH Tecluucians are involved in
the lllstallation and repair of all types of llurlate and public Telephone systems, termlllal
equipment, switching systems, cut-off keys, and all associated wiring.
This team has been in direct support of the custolTler aCC01.mts previously noted, in
various capacities; therefore we submit them as references for this section's response as
'''7ell.
In addition, the followll"lg FSH Corporate References will speak to the executives and
senior managers' performance III current and past engagements. Again, we encourage
the State to contact any of our parhlers! Upon request we will gladly funush additional
accolmt and/or corporate references.
=
October 3, 2005
Page 44 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System. Recording. Monitoring
QUALIFICATIONS PROPOSAL
-
FSH CO'RPORATE REFERENCES
HANK INFORMATION
LaSalle Bank
'iNillimTl B. McKinley, First Vice President
135 S. LaSalle Street, Suite 243
Chicago, Illinois 60603
Phone: 312-904-7620
Fax: 312-904-8802
,.villiam.mckinley@abnamro.com
TRADE REFERENCES
Brooks, Faucett & Robertson, LLP
Allen Faucett, Jr., Parh1er
Certified Public ACC01.mtants
29 South LaSalle Street
Suite 900
Chicago, 11 60603
312-857-1135
T.T. Adams Group
Robert Schultheis, Vice President
1260 Northwest High'I\7ay
Palatine, 11 60667
847.654.8172
Peisner IolmsoIi & CompanVr LLP
Mm-shall Sabet Marketing IY1anager
State and Local Tax Consultants
3030 LBJ Freeway, Suite 1600
Dallas, TX 75234
972-241-5100
Owest Communications
Dick Notebart, Chairman & CEO
Roland Thornton, EVP Vlholesale lVlarkets
.1801 California Street
Denver, CO 80202
303-992-1414
October 3, 2005
Page 45 of 54
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Depertment of Corrections
QUALIFICATIONS PROPOSAL
Value-Added Communications
Jerry Gibson, ChainTl.an, CEO, President
3801 E. Plano Park"vay, Suite 100
Plano, TX 75074
800-777-9759
Network PTS
Thomas R. Keene CEO
14472 l!\Ticks Boulevard
San LeaIldro, CA 94577
888-420-6700
j
Hello Communications
Milton Dowse, President
1630 Stev,Tart Sh"eetSuite 130
Santa Monica; CA 90404 \
310-230-2710
Praeses Corporation
Judy Woodham, Vice President
330 Marshall St. Suite 800
Slu"eveport, LA 71101
800-333-8856
Paracom, Inc.
David Fukull.ara, J\1anaging Director
Harbor Marina Corporate Center
10llS.I!\T. Klickitat l!\Tay, Suite C-109
Seattle, INA 98134
Subcontractor Resources
Value-Added COmIDlmications
FSH will utilize 'lAC as a subconh"actor to provide the Digital ilU11ate Call CO~lh"ol
equipment and Integrated Monitoring and Recording equipment. Together, FSH and
VAC have served our customer account base with the same focus, that is by providing
excellent customer service and superior equipment.
October 3, 2005
Page 46 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
VAC is the sole l1'lanufactureT and provider of the proposed system. They 'ivill be
responsible for the equipment including spare parts at no cost throughou.t the life of the
coniTact. FSH, VAC and GTL technicians are responsible for all installation,
maintenance and repair.
VAC installers and service personnel receive regular, ongoing training on their latest
equipment releases. 'While much h-ouble shooting and maintenance 'iNork CaTl. take place
at VAC headquarters by \lAC technicians, FSH "viiI assure that the frequency o~ on site
'A.lork is as often as necessary to provide preventative maintenance in order to keep the
system in good operational status.
VAC's installation team is lui.paralleled in the industry. Installation engineers come
directly from the Operations organization within VAC and have spent months in
training in the test and ll'ltegTation process of the imnate phone system VAC's
Installation engineeTs aTe h-all'led on the product within the test and integration process.
Installation h-aining consists of Telco .com'lectivity, wil-ing and power, serveI' and
'i"lorkstation preparation, database management, customer test procedures, frame Telay,
call detail record recmdlll.g and billing process. The list below gives the experience and
backgr01.md of VAC lllstallation team members.
Gamal 110hecl - Installation Manager - Bachelor degree from University of Texas at
h:lington, 8 years technical wOTk experience, 11CSE Core, Computer SUppOTt Specialist,
MS Certified TCP/IP, ITs 4.0.
Brian Galke - Installation Engll'leer - Bachelm degree from Texas Tecl'l University, 6
yeaTS technical ,Ivork experience, MCSE (MCP+Internet), TCP/IP, ITS 4.0 certifications.
Tacob Garcia - Installation Engllleer - CCNA, 11S Certified Engll'leer, IT Certification,
Dell Equipment Certification, 13 years tecluucal 'iNork experience .
. David 11itchell - Installation Eng-ll'leer - Bachelm degree from Devry Uluversity,
Bachelor Degree from University of Nmth Texas, MCSE, CCNP, 3 yeal's tecluucal
experience.
Tames Stanfield - Installation Manager - Nmthern Telcom certified engineer, 1.1itel
certified engineel~ Tosluba certified engll'leer, 20 yrs experience.
Demus Stovall' - S1'. Test Engineer - MCSE Core certified, TCP/IP 811d Internet
Certification, MS Certified Professional Engineer, 13 years tecluucal experience.
October 3, 2005
Page 47 of 54
CRFP6446 - Offender Telephone System, Recording, Monitoring
State of Washington Department of. Corrections
QUALIFICATIONS PROPOSAL
111 addition to our outstanding installation temn \lAC, as mentioned above, currently has
full-time technicians 7,uho arc available fOT on-site maintenance needs:
t7DO
Mitch Davis has extensive experience in the telecom industry, including PBX
installation, LAN/\NAN net'vvork design-implementation and installation. He is also
experienced in the following operating systems; INindmvs 95, 98 2000, NT and XP and
has hardware experience as follOll\7s: PEX, routers, channel banks, dialogic, servers ffil.d
·v\lorkstations.
Douglas Thomas has over 25 years of experience in the telecom induSh"y, including CO
installer, Dialer teclul.ician, computer nent\70rk manl.tenance, and teclmical support
tec1mician. His operating systems experience nl.cludes: Windo-ws 95,98,2000 and NT.
Global Tel*Lin1c
Howard Tharp, Contract Team Manager, and the primary contact for FSH
COmlI11.mications nl. support of the State of IN ashiIl.gton Department of Corrections, has
over 20 years of experience in planning, managing and supportiri.g n1lll.ate systems,
customer accounts, and major projects. HowaTd is the Contract Team Manager for the
CUlTent conh"act with the State.
LOCAL EXCHANGE CARRIERS
FSH Communications, LLC ("FSH") has contracted with Qwest ComnTLmications ("QC'\
Global Tel*Link .(GTL) and Value· Added Commmucations ("VAC") to provide the
operator services for local and inh"aLATA collect calls placed by offenders in the INA
Deparhnent of Corrections ("VIA DOC") system. Local and inh"aLATA collect calls "\t\7ill
be completed to a called party upon acceptance of the call. Any called party 'who ""wants
to receive calls from an offender in the IN A DOC has the ability to do so. Collect calls
that can be billed may be accepted by a called party. For called parties ""who are a
subscriber of QC telephone services the call will be billed on then"" traditional QC
telephone bill. For al1 other col1ect calls accepted by a ca1led party who is not a
subscriber of QC telephone services, VAC ·will either bill for ·the co1lect ca11 on a bill
page "within the h"aditional telephone bills of the local exchange caniers "which it has
billing arrangements with (e.g. Verizon) or will provide the called party 'with the
opportunity to establish an aCC01.Ul.t to accept the co1lect cal1 on a pre-paid or dil:ect bill
basis tlu"ough the V-COlUl.ect call celi.ter where there is no billing arrangelnent l1l.ade
between the parties (e.g. Comcast). Vle make every attempt to create billiIl.g
arrangements betvveen the parties; ho""wever there is not a legal requirement for them to
do so.
October 3, 2005
Page 48 of 54
·State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
A recent collect call study for the State of \I\J ash4lgton indicates that approxinl.ately
59.1 % of all collect calls are carried by Q'i1\7est, 19.8% are carried by CLEC's 'with billing
arrangements, and 21 % pre CLEC calls that can not be billed and therefore would be
offered the option of setting up a V-Connect prepaid or direct bill account. il,_ny
customer vlho sets up a V-COlUl.ect account 'will receive the call upon acceptance.
For more information or to validate the above, please contact:
Owest Communications
Carolyn Vance, Operator Services
Brad Olson, Product Professional
210-541-3168
612-924-2055
Global Tel*Link
Teresa Ridgel1\7ay, VP Regulatory
251-479-4500
Mark Severson, Director Data Services
972-535-3419
Carol McGuane, Regulatory DirectOI
360-848-7918
FSH Communications
6.7.1.3 (MS - 6.0) Added Value to DOC
Describe the resources vendor proposes to provide as added value in meeting the needs of the
Department. Include resources to pe provided the Department (including any dedicated staff that ,
would reduce need for the Department to perform certain tasks), and demonstrated commitment to
serving customers including state and local governments. Score will be based on the degree to Which
the vendor can be an available ongoing resource to the Department.
". FSH Response:
The FSH proposal inherently provides the _Department v\lith immediate positive
productivity solutions simply by its ease of use and tlle powerful options available to
the Staff. We are eXTI'emely confident that the Staff will find our response and
proactive monitoring I and support will be il.oticeable time-savers. _And, it's at NO
COST to the State!
As noted earlier' in tlus section, there is a strong FSH team who are dedicated to
serving the State of \i\Tashington. Our team is available 24/7, and live are prepared to
provide service guarantees in all areas. The State l!\Till have at their disposal experts in
their field to whom they can rely - anytime!
BlIt. our commitment does not end there!
Each of these value-added components is
addressed in detail in the Implementation and Service proposal section and/or the
Teclllucal proposal section. \l\Je have sUl1unalized these components below:
October 3, 2005
Page 49 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
SITE ADMINISTPLA..TOR
FSH is prepared to provide an on-site or renl.ote Site Administrator to InEmage full
Debit and/or the Allowed Call List. This position ,,,Till reduce staff time considerably
with the elimination of time-consuming admiIlish"ative support. FSH and the State
wil] determine the paralTteters of this position together in a collaborative maml.er. This
will insure that the resource maIntains its value and contributes to the reduction in
staff time.
CALL RATE / CALL BILLING OPTIONS
We offer competitive, easy to lmderstand call rates which 'will reduce the complaints
and questions the State may normally receive from its llmlates, called parties or
advocacy groups. Further, a call may be made via collect debit .or advance pay
options - all in the control of the inmate and their called parties.
INMATE COMPLAINT SYSTEM
The inmate uses a regulal' inmat~ phone 'which accesses a Toll Free number (which is
programmed ill the system as 'allowed') that calls ill.to the FSH Corrections' Customer
Services Center which is answered by an Inmate Specialist. TIle inmate reaches a
recorded message with instr"uctions on how to enter the complaill.t into an automated
voice mail system.
There are no live operators inDolved directl].1 with the inmate and all
c0J1117Iaints are recorded. Facility staff time is greatly reduced with this process, and the
Inmate has some conh"ol over theil' concern, and can expect funely resolution. FSH
continuously an.alyzes call volumes, respc9Dse times and customer feedback so that
erUlancements can be made.
PROFESSIONAL, E:ATERT PERSONNEL and lVrANAGElv1ENT
, FSH and its subconh"actors take extra care when selectioll. their employees. This pays
off hCU1dsomely for our customers as there is no need to worry about who is coming to
address a neeci,"lNhether the person at the either end of the phone can help, or if the
employee is well qualified to serve you! Intense; ongoing h"ai.nill.g is conducted 'vvith
each employee. FSH coOTdinates regular status calls within its organization as well as
with its subcontractOTs. VIe contiJ.1l10usly audit our own performall.ce, as "I!\Tell as are
contractors.
Dedicated project manager(s) are provided who "I!\Till guide the pre-implelnentation,
implementation, trailnng and follow-up care necessary to enSlue a seal1l.less and
worry b'ee transition. A Statement of Work will be developed and signed .off by the
State wInch will outline the course of action and associated timeliJ.le.
'----
October 3, 2005
Page 50 of 54
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
REPAIR / IvlAINTENANCE SERVICES
RESPONSE TIME
El1lergency service ,!vill be responded to ,!vithin two (2) hours; and non-elTl.ergency
service ,,,rill be dispatched within four (4) hours. FSH agrees to respond to repair
requests from the State or its designated Agent by arriving at the site promptly after
reasonable notice has been given. This response will be provided 24 hours per day,
seven days a week, three hl.1.ndred and sixty-five days per year.
There is also a system support group known as the TAC (Technical Assistance Center)
which will provide customer service/technical support twenty-four (24) hours a day,
seven (7) days a week basis, tlu-ee hundred and sixty-five (365) days a year. Ma1t1/
s1(stem-related problem.s cC:l1 be rem 0 tell{ corrected ftom the TACwithout a field
dispatch. FSH persOlmel have access to the system's Trouble Ticket tracking, 'and
should tr"ouble be detected il1lmediate action is taken by the remote service engineers
who in most cases Cal, repaiT or reboot the system without the County's notice of a
problem. If an on-site person is required, VAC TAC has the ability to escalate trouble
reports as well as dispatch tedmicians. VAC strives to provide superiOT service level
agreements by dispatchulg repair personnel promptly after reasonable notice has been
given.
The System is continuously monitored 24 hours a day by the Tecluucal Assistance
Center (TAC). i\.n alert is generated immediately if a problem occurs that could affect
system or user functionality. The emphasis placed on monitoring and mallltenance is
unparallel in the indush"y.
In a recent Shldy VAC System up time was
independently measured at 99.999% at the Federal Bureau of Prisons 104 networked
sites.
DISPATCH / REPORTING OPTIONS
Requests for repair or service may be made via email (PAS.Tcllunate@qwest.com) to
the FSH Corrections' Customer Service Team 24 hours per day, seven days a ,!veek
tlu-ee hundred and sixty-five days per year.
Another option is for the State or Facility to call the FSH Customer Care Center at 800592-9488 which will comlectdirectly to our Inmate Specialists who ,,,rill obtain the
specifics and dispatclllocal technicians.
All dispatches, emergency and non-emergency, are h'acked fron, uutial request
through completion. The Customer, Joanna Sissons, FSH Account Executive alld the
State's single POlllt of conta.ct, the TechniciallS and tlleir Mallager, as well as our
technology associates will also be notified of dispatch to ensure contr"actual
October 3, 2005
Page 51 of 54
Srate of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
compliance and the State's complete satisfaction. A complete Trouble Reporting and
Escalation document "vill be provided to the State and all necessary personnel.
PROCESS nvlPROVEMENT - CUSTOMIZATION
In addition, FSH is always open to any customer suggestion on inl.proving its
processes. Vie pride ourselves on our timeliness, as many issues are addressed and
resolved the same day. In situations that require additional time 'it\Te cOlll.municate
immediately when or if there ,t\Till be a more lengthy response and provide a targeted
timeframe for completion.
6.7.1.4 (MS - PasslFail) Vendor Financial Responsibility
Describe the proposing organization, including size, longevity, client base, areas of specialization and
expertise, and any other pertinent infonnation in such a manner that the proposal evaluators may
reasonably formulate a detennination about the stability and fmancial strength of the proposing
organization.
Provide a copy of the vendor's Dunn and Bradstreet, Equifax, TRW, or other appropriate credit rating.
For sole proprietors, provide a copy of the appropriate credit rating for your sole proprietorship. If you
are a sole proprietorship and have such a credit rating, so state. A credit report for the sole
. proprietorship will be required before contract execution ..
Disclose any and all judgments, pending or expected litigation, or other real or potential fmancial or
legal events that might materially affect the viability or stability of the proposing organization or
warrant that no such condition is known to exist.
". FSH Response:
Please let us, once again, lll.troduce ourselves; we are FSH, the new mdependent
company formerly kn.owll. as the Public Access division of Qwest., We currently O\vn
and operate pay telephones in 14 :Nestern states. IN e offer the same reliable contill.uity
of service built upon the best of Qwest, with the enh-epreneurial grovltlY'of new ideas
and teciul.ologies. IN e welcome you as a parTIl.er.
FSH COMMUNICATIONS, LLC
200 South Midrigan Avenue
Suite 1210
Chicago, lllinois 60604
Main Telephone 312.291.0565
Federal I.D. NlUll.ber: 20-0869547
DUNS 168024235
October 3, 2005
Page 52 of 54
Staie of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
QUALIFICATIONS PROPOSAL
CORPORATE SENIOR IvLANAGElv!:ENT
Donald V. Goens - President and Chi($f Executive Officer
Iv1ichael L. Johnson -EVP General Counsel & Secretary
Steven L. Loggans - VP Generallvlanager
l\t1ike Tatom -E\TP Business Development
FSH CORPOR_ATE REFERENCES
BANK INFORMATION
LaSalle Bank
\Nilliam B. McKinley, FiJ:st Vice President
135 S. LaSalle Street Suite 243
Chicago, Illinois 60603
Phone: 312-904-7620
Fax: 312-904-8802
·william.mckinley@abnamro.com
Brooks, Faucett & Robertson, LLP
iWen Faucett, Jr., Partner
Certified Public Accountants
29 South LaSalle Sh-eet
Suite 900
Chicago, IL 60603
312-857-1135
T.T. Adams Group
Robert Schultheis, Vice President
1260 N orth'i1\7est Highway
Palatine, IL 60667
847.654.8172
Feisner Iohnson & Company, LLP
Marshall Sabel, Marketing Manager
State and Local Tax Consultants
3030 LBJ Freeway, Suite 1600
Dallas, TX 75234
972-241-5100
October 3, 2005
Page 53 of 54
CRFP6446 - Offender Telephone System, Recording, .Monitoring
State of Washington Department of Corrections
QUALIFICATIONS PROPOSAL
O~1\7est
Communications
Dick Notebart, Chairman & CEO
Roland TholTlton, EVP INholesale Markets
1801 California Sh'eet
Denver, CO 80202
303-992-1414
Value-Added Communications
Jerry Gibson, ChairmElIl; CEO, President
3801 E. Plano Parkway, Suite 100
Plano, TX 75074
800-777-9759
ISH will be pleased to provide annual audited financial state111.ents, and encou1'ages
regular review of the financial and service pe1jonnance of the account throughout the
term of the contract.
There are no conditions today (legal or financial), or anticipated, which would·
jeopardize FSH's ability to fully serve the State during the contract.
VAC is currently a participant in one litigation case. The venue is Case NUInber
0311399-B inthe 44th Dish'iet Court State of Texas in Dallas COUl'Lty. The nature or style
of the case :involves VAC pursull1g a breach of conh'act suit against T-Netix' (1l.0I1\! called
Securus). The contract bell1g disputed contains terms for VAC's use of certall1 T-Netix
patents. The case is currently scheduled for h'ial date ll12005.
GTL is llnplicated ll1 the follOlI\!:iJ.1g litigation proceedll1g, with the outcome pending:
Elena Condes, et al v. Evercom Svstems Inc. et al.
Case No. 2002054255 .
Superior Court of California
Filed: March 10, 2003
Class action lawsl..ut against llunate telephone pr~viders alleging ,ivrongfully
charged customers.·
-.'-."
October 3, 2005
Page 54 of 54
Cost proposal
Was nin,gton State
'BEllAltffJIENT
OF CORREC'TllONS
Request for Pl~op:osals
State of
CRFP6446
,,1ashington DelJartnlent of CorrectiollS
Offender Telellhone SjTstenl
And Recording j l\1onitoring ,
COST PROPOSAL
Respectfully Submitted October 3, 2005 By:
Joarzna Sissons) Account Executive
1600 7th Avenue, Room 2604 • Seattle, Washington 98191
The iluormation contamed in this proposal is proprietary in nature and should be disclosed only to those individuals within
the State of ~ashington who have a need to know or those who have made a request pursuant to Chapter 42,17 RCW. ntis
proprietary iluormation should not be disclosed without the prior consent of FSH Comm1.rn.ications.
Siate of Washingion Deparrment of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
COST PROPOSAL
SECTION 7
7. Cost Proposal Requirements (54 points)
7.1 Cost
The evaluation of the Cost Proposal has been designed by the Department to award the most points to
the vendor who best meets the legislative direction to select a contractor primarily based on the
lowest rate charged to both the offender and the person paying for the telephone call and the lowest
commission rates paid to the Department, while providing sufficient revenues for the activities
funded from the Institutional Welfare Betterment Account. The Cost Proposal Score awards a
maximum of 54 points and is comprised offour sub scores: lowest collect call cost to offenders and
the persons paying for the calls, lowest alternative call cost to offenders and the persons paying for
the calls, the lowest total cost of collect calls and calls under the proposed alternative calling plan,
and the lowest COlllilussion rate paid to the Department. The maxinlum total is made up of a
maximum of 28 points for the lowest collect call cost to the offender and the persons paying for the
call, a maximum of 12 points for the lowest altemative call cost to the offender and the person paying
for the call, a maximum of 10 points for the lowest total cost of collect calls and calls under the
proposed alternative calling plan, and a maximum of 4 points for the lowest commission rate paid to
the Department.
7.1.1 Cost Proposal Requirements
The vendor? s response to this RFP must identify a rate or rates for local, interLata, intraLata, interstate, and international offender calls. The rates may not be increased during the initial term of .
the contract. Rates must be proposed for collect calls and one alternative calling plan such as prepaid
or debit and may be per minute, flat rate, a combination (hybrid) of flat rate and per minute rate or
such other rate plan as the vendor may propose. Evaluation of costs uses tvventy-minute call duration.
The Cost Proposal will be submitted as a separately bound document. The alternative-calling plan
proposed should not create higher costs to offender families for interLata or intraLata calls upon an
offender's transfer among state correctional facilities .
.;,. FSH Response:
FSH is pleased to respond to these requirements \I\Thich will contain details to support our
position. \l\7e understand and will comply with the requirements set forth in this section.
Vve value and respect the parb1ership required to ensure that the State, as well as the
iml1ates and the called parties, thoroughly understand the cost parameters of our
proposal. Many, many factors are considered when developing a faiT and equitable call
rate plan and commission offerll1g. Factors such as the scope of the project the £acility(s)
location, specific equipment requirements, etc. are evaluated lll. an effort to identify any
and all areas of expense reduction - without effect:iJ.1g the high perfonnance stEll1dards and
feahue requirements - in order to meet or exceed the State's expectations in the Cost
Proposal section.
October 3, 2005
Page2of6
CRFP6446 - Offender Telaphone System, Recording, Monitoring
State of Washington Dapartment of Corrections
COST PROPOSAL
7.1.1.1 Commission (MR)
The vendor must guarantee a commission of 5.1 million dollars for the initial calendar year of the contract.
The initial calendar year guaranteed commission payment will be prorated to reflect the actual start date of
.
m
the contract. The guaranteed commission for each subsequent calendar year will be adjusted on January 1 of
each year based on the fiscal year U.S.Implicit Price Deflator (IPD) published in the June volume of the
V,Tashington Economic and Revenue Forecast. The Department will provide this rate of adjustment to the
5t
vendor no later than' August 1 of each calendar year.
No additional points will be awarded to vendors proposing to guarantee more than the required
guaranteed commission amount stated above.
-+
FSH Response:
FSH guarEll'ltees the State the commission as required in the amOUl'lt of 5.1 million dollars.
lATe understand that there may be an ru:mual adjustment as informed by the State by
August 1st of each calendar year.
7.1.1.2 Phone Rates Bid by Call Type
Vendor must indicate the proposed rates for the initial term of the contract for all types of calls in a
table/chart as shown in Exhibit E. Phone rates may not be increased for the initial term of the contract.
Adjustments in phone rates will be considered by the Department after initial term of the contract on a
pass through basis only. By September 1,2007 and each year thereafter the vendor will provide "\ovritten
notice of any phone rate increase requested and will provide sufficient documentation to justify the
requested increase. Increases shall not exceed the rate of adjustment to the guaranteed commission under
Section 7.1.1.1 above. Acceptance will be at the discretion of the Secretary and shall not produce a higher
profit margin than that established on the original contract pricing. Approved price adjustments shall be
st
implemented no sooner than January 1 of the following calendar year and remain unchanged during that
calendar year.
7- FSH Response:.
FSH is pleased to propose the folloWlllg rates for all call types D.l.ade via Collect, Debit or
Pre-Pay payment methods. I,Ale understEll'ld that there ,,,Till be no adjustm.ent ll'l phone
rates without the explicit consent of the State. Further, we 1.mderstand the method with
. ·which such proposed rate adjushl'lents must lmdergo prior to any approval.
FSH is extremely sensitive to the call cost impact to· the ll'lll'lates and their called parties,
and we will provide all the necessary material to COll'll1'lunicate the call rates and call
payment options to all pEll"ties. I,Ale sh"ongly encourage the dissemll'lation of this ITlatelial
in English and Spanish." available at every possible jl.TI'lcture where the iml1ate and/or their
loved one may review Ell'ld keep for reference. In addition, we advise that this same
material be made avqilable via the State's website. CommmTIcation is the key to iIlsuring
the understanding ·of the rate sh"ucture and will certa:illly reduce, if liotel:ill'lmate, the IDl'le
cOnSUmll'lg process of EU'lSWerll'lg questions.
October 3, 2005
Page 3 of 6
CRFP6446 - Offender
Siale of Washington Depar(ment of Corrections
TeJephonfc~'I/stem,
Recording, Monitoring
COST PROPOSAL
Exhibit E
Vendor Cost Proposal From:
FSH Communications, LLC
Vendor:
Vendor Propsosed Rates
51 %
Commission Rate:
.. .-..
Type.of Call
Collect
Local
intraLata
interLata
Interstate
International
Surcharge
$
$
$
$
PrePaid! Debit
Local
$
intraLata
$
interLata
$
Interstate
$
International* $.
Per Minute
Rate
$
$
$
4.95 $
Flat Rate
$
$
$
0.89 $
Total 20
Minute Call
Cost
3.50 $
3.50 $
. 3.50 $
$
Family Costs
3.50
3.50
3.50
$
1,418,968.95
$
2,580,447.80
$
985,328.75
----"-----i
$
4,984,745.50
3.15
3.15
3.15
$
$
$
$
.PREPAID I DEBIT ONLY
$
$
$
4.95 $
$
$
$
$
0.89 $
1.25· $
3.15 $
3.15 $
3.15 $
$
$
547,316.60
995,315.58
380,055.38
1,922,687.55
* Average per minute rate - see attached rate sheet for details.
Local, intraLata, interLata
Calling
$
·datij)~~,.~~' ]:5~~ti~t~l.~8t:~} ,;;tj;i~IBi~&~l~t
'_ .{': _..
~;:}:To2gr:talls ~~~j.j~&%f;9;~1J1.f?j"f(:~,~l405;420 ic:t{i\t¥·;~:~1i7;3~7S1·
6,907,433.05
Total Family Costs
...... intralaMCalls ~~f?;;l:;~·;053~244;>?;;/:;;WB7:j·27:t·~&.}~;~~<3;1S;97 3
.,. ·interLafEfCalls t~;:,~~1'!;:A02i~;75 }JC/\28'1;'523 ;':;;,/i];:,:(%:120i653
October 3, 2005
Page 4 of 6
Siaie of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
COST PROPOSAL
, Ne:fmH'
INTER.NATIONALRATES -DEBIT ONLY
Per
Country
Code
01193
011355
011213
011684
011376
011244
264
011672
268
01154
011374
011297
01161
01143
011994
242
011973
011880
246
01132
011501
011229
441
011975
011591
011387
011267
01155
284
011359
011226
011257
011855
011237
011972
01139
876
01181
01182
011856
011371
011961
Count
Afqhanistan
Albania
Alqeria
American Samoa
Andorra
An ola
Anquilla
Antarctica
Anti ua (Barbuda)
Armenia
Aruba
Australia
Austria
Azerbai'an
I Bahamas
Bahrain
I Bangladesh
Barbados
Bel ium
Belize
Benin
Bermuda
Bhutan
Bolivia
I Bosnia-Herze ovina
Botswana
Burkina Faso
Burundi
Cambodia
Cameroqn
Canada
Israel
Italy
Jamaica
Japan
Korea, South
Laos
Latvia
Lebanon
Min.
Rate
$5.01
$2.28
$1.79
$2.39
$1.31
$2.93
$1.86
$4.81
$1.36
$1.44
$2.66
$1.31
$0.77
$1.43
$2.12
$0.76
$2.22
$3.20
$1.65
$1.04
$1.94
$2.28
$1.08
$5.07
$1.87
$1.94
$2.28
$1.26
$1.29
$1.55
$2.93
$5;64
$4.99
$2.49
$0.44
$1.73
$1.06
$2.16
$0.78
$1.26
$5.16
$2.12
$2.39
Per
Country
Code
Min.
Country
011238 Cape Verde Island
345
Cayman Islands
011236 Central African Republic
011235 Chad Republic
01156
Chile
01186
China
01157
Colombia
011506 Costa Rica
011385 Croatia
01153
Cuba
Denmark
01145
Dominica
767
Dominican Republic
809
011593 Ecuador
Egypt
01120
011503 EI Salvador
011358 I Finland
01133
France
011241
Gabon
011220 Gambia
01149
Germany
011233 I Ghana
01130
Greece
. Grenada
473
011502 Guatemala
011592 Guyana
011509 Haiti
011504 Honduras
011852 Honq Kon~
01136
Hungary
01191
India
01162
Indonesia
01198
Iran
011964 Iraq
011353 Ireland
01165
Singapore
011421
Slovakia
011386 Slovenia, Repl:Jblic of
011252 Somalia
01127
South Africa,,_
01134
Spain
869
St. Kitts
758
st. Lucia
Rate
$2.66
$1.14
$4.00
$4.81
$1.11
$2.51
$1.72
$1.60
$1.94
$2.37
$1.05
$1.21
$1.01
$2.02
$2.25
$1.57
$1.06
$0.64
$2.25
$2.00
$0.66
$1.78
$1.39
$1.64
$1.49
$2.59
$2.06
$2.02
$1.41
$1.23
$2.49
$1.85
$3.00
$4.08
$0.94
$1.25
$1.58
$1.94
$7.05
$1.55
$1.28
$1.37
$1:62
- ..
~
e
October 3, 2005
FS,H 'Cornm:!J;dk;:~tions
~ ...~&
Page 5 of6
State of Washington Department of Corrections
CRFP6446 - Offender Telephone System, Recording, Monitoring
COST PROPOSAL
Country
Code
Country
Per
Min.
Rate
Country
Code
011231
Liberia
$1.80
011508
011370
01160
lithuania
Malaysia
Mexico - Rate Zones 1-
$2.50
$1.37
784
011249
Country
S1. Pierre & Miquelon
St. Vincent &
Grenadines
Sudan
01152
3*
$0.70
01146
Sweden
$1.22
$0.64
.'$1.89
$2.20
01141
011963
011886
01166
Per
Min.
Rate
~
$1.?9
$1.82
$4.26
$0.61
Mexico - Rate Zones 4-
01152
0113393
664
011212
8*
Monaco
Montserrat
Morocco
011599 Netherland Antilles
01131
Netherlands
01164
New Zealand
011505 Nicaragua
011234 Niqeria
01147
Norway
01192
Pakistan
011507 I Panama
011595 I Paraguay
01151
Peru
Philippines
01163
Poland
01148
011351 Portuqal
787
I Puerto Rico
Romania
01140
Russia
0117
011250 Rwanda
011966 I Saudi Arabia
011221 Senegal
October 3, 2005
$1.48
$0.61
$2.46
$1.65
$2.77
$0.75
$2.77
$1.71
$2.08
$1.76
$1.59
$1.32
$1.43
$0.65
$1.96
$2.11
$3.20
$2.79
$3.32
Switzerland
Syria
Taiwan
Thailand
Trinidad & Tobago
Islands
Turkey
Turks & Caicos
U.S. Vi)'fl.in Islands
Uganda
Ukraine
United Emirate
United Kir1Qdom
Uruguay
I Venezuela
Vietnam
Yemen
YU..90slavia
Zaire
868
01190
649
340
011256
011380
011971
01144
011598
01158
01184
011967
011381
011243
011263 I Zimbabwe
$0.66
$2.93
$1.41
$1.94
I
$1.80
$1.59
$1.63
$0.95
$2.12
$2.39
$1.53
$0.51
$2.05
$1.34
$3.24
$1.85
$1.98
$2.12
$1.85
Page 6 of 6
Oe:IP'<l1 Inrll e: Inllt 0 f C o IFlFle<c t i 0 JnI §
Jrlt
N I()o. COIOC 68040
A Innt Ie ndl JmJI ce JnIIt No. II
OOJnlltIF<lI<ct
This Amendment is made by the state of Washington, Department of Corrections ,
hereinafter referred to as Department, and FSH Communications , LLC , hereinafter referred to
as the Contractor, for the purpose of amending the above-referenced Contract, heretofore
entered into between the Department and the Contractor.
WHEREAS the purpose of this contract amendment is to modify the initial term of the Contract,
address the expansion of the Coyote Ridge Corrections Center, and to memorialize the
Department's decision to implement Personal Access Number (PAN) List for offenders;
NOW THEREFORE , in consideration of the terms and conditions contained herein, or attached
and incorporated and made a part hereof, the Department and Contractor agree as follows:
1. PART IV. - TERM, is amended in part as follows :
The initial term of this Contract is from the Agreement's execution date through ((OsssFAl:lsr
J1, 2QQQ)) December 31 , 2010 ("Initial Term").
2, The following language is added to the Scope of Worle
Implementation of Personal Access Numbers:
The Department and Contractor will implement PAN for offenders on a trial basis at the
Airway Heights Corrections Center beginning April 15, 2009, and continue for 60
consecutive days during which the Department and the Contractor will meet weekly to
review process success. The Department and the Contractor have agreed to the following to
implement PAN:
• During the first two weeks of the trial period offenders will use the normal call
process to automatically populate their individual PAN of up to 25 telephone
numbers;
• Adds / Changes / Deletions - Offenders will call the Contractor- at a designated,
special number (set up as a speed dial) to request changes to their PAN list. The
following parameters will apply:
• Changes/additions/deletions to PAN list once every 30 days only: Five numbers per
month allowed for changes/additions: Any number of deletions are allowed monthly.
The Department will establish a practice for lost PAN lists and deSignate person(s) to
supply to offenders internally;
• Authorized personnel will have access to offender PAN lists which may be printed
from the System,
• If approved by the Department for statewide implementation the Department will
establish procedures for establishing PAN lists for new offenders entering the system
at the Washington Corrections Center.
• If the Department authorizes going forward after the trial period the Contractor will
tum up the rest of the sites by approximately June 8, 2009.
State of Washington
Department of Corrections
CDOC6840
Amendment 1
Page '1 of 2. "
Implementation of Friends and Family Debit:
The Department and the Contractor agree to implement Friends and Family Debit - also
known as V-Direct by August 2009. V-Direct enables adding funds directly to an
offender's personal phone account allowing the offender to place calls to anyone
anywhere on his/her PAN that may not gualify for traditional collect billing (such as cell
phones, VolP phones, and international calls) and in the case of in-state calling a
discount price. There shall be charge to initially set up the personal phone account. The
Department and the Contractor agree that this debit account will be used by the
Contractor to deposit funds each year in each offender's V-Direct account egual to the
cost of one 20-minute in state call, currently $3.15 (plus tax).
Coyote Ridge Corrections Center:
The Department and the Contractor will work cooperatively to add additional offender
phones and associated eguipment to accommodate the planned increase in offender
population at the Coyote Ridge Corrections Center. The Contractor will use its best
efforts to match increasing offender population with phone service capacity.
Additions to the text of Contract No. CDOC6840 are shown by underline and deletions by
«slrikeslJI». All other terms and conditions remain in full force and effect. The effective date of
this amendment is the date of last signature.
THIS CONTRACT AMENDMENT, consisting of two (2) pages and no attachments is executed
by the persons signing below who warrant that they have the authority to execute the contract.
FSH COMMUNICATIONS, LLC
DEPARTMENT OF CORRECTIONS
(Signature)
Steven Loggans
(Printed Name)
(Printed Name)
Vice PresidenUGeneral Manager
Contracts Administrator
(Title)
(Title)
flPC/ J 6,
aO O ;?
(Date)
Approved as to Form:
This contract amendment format was approved
by the Office 01 the Attorney General, on Apri114, 1998.
Approval on file.
State of Washington
Department of Corrections
CDOC6840
Amendment 1
Page 1 of 2
Department ofCoJrrectLolll\@
OO>Il.tr<llct No. CDOC 6840
Am,e][lj<cilmmenU: No. Z
State of WashiJngton
'TIris Amendment is made by the state of Washington, Department of Corrections, hereinafter
referred to as "Department" 01' "DOC", FSH Communications, LLC, a Limited Liability
Company "FSH", and Value Added Communications, Inc., a Delaware Corporation with its
principal offices at 1601 N. Collins Blvd., Richardson, Texas, hereinafter referred to as the
"VAC" or "Contractor", for the purpose of amending the above-referenced Contract,
heretofore entered into between the Department and FSH Communications, ·LLC, hereinafter
'
referred to as "FSH".
WHEREAS the purpose of this contract amendment is to l'ecognj;<e the transfer and
acquisition of certain of FSH's inmate telephone business assets and obligations from FSH to
VAC; provide Department consent of the assignment and assumption of thls contract, and to
make such other modifications to this contract as made necessary by such assignment;
NOW THEREFORE, in consideration of the terms and conditiDns contained herein, or
attached and incorporated and made a part hereof, the Department, FSH, and VAC agree as
follows:
1. PART V. - PART REPRESENATIONS AND WARRANTIES,:is amended in part tD read
asfollDws:
PART V. - PARTY REPRESENTATIONS AND WARRANTIES
Section 5.01
CONTRACTOR'S REPRESENTATIONS AND WARRANTIES
Contractor makes the following representations and warranties for the benefit Df
DOC:
.
(a)(1) FSH:is a limited liability cDmpany, duly organized, validly existing and in
good standing under the laws of the State of Delaware, and has the corpDrate pDwer tD
carry on its business as it is now being conducted mid currently prDpDsed to be
cDnducted. FSH is qualified as a foreign cDrporation to do bUSiness, and is in gDod
standing, in the State Df Washington. FSH :is fully licensed and registered with the
Washington Utilities and Transportation Commission to provide the Services. FHS's
registered- agent for service of prDcess in the State of Wasl1ington :is CorporatiDn Service
Company.
(a)(2) VAC is a for profit cDrporation duly organized, validly existing and in good
standing under the laws of the State of Delaware, and has the corporate power to cany
on its business as it is now being conducted mid currently proposed to be conducted.
Stale of Washington
Department of Corrections
CDOC6840
Amendment 2
Page 1 of 3
VAC is qualified as a foreign corporation to do business, and is in good standing, in the
State of Washington. VAC is fully licensed and registered with the Washington Utilities
and Transportation Commission to provide the Services. VAC's registered agent for
service of process in the State of Washington is Corporation Service Company.
2. The Assignment and Assumption Agreement contemporaneously executed by FSH,
VAC, and DOC is attached hereto as Appendix 7 to this contract and made a part hereof.
DOC'S consent and approval of said agreement shall not affect application of the
requirements of Section 11.05, Assignment, to future aSSignments. Neither shall such
consent and approval be interpreted in any way that increases the obligations of DOC or
waives any defense or right of DOC regarding this Contract. DOC releases FSH from its
obligations, including those under Part VIII (Remedies), Part IX (indemnity, Liabilities
and responsibilities) and Part XI (Miscellaneous), assumed by VAC pursuant to the
Assignment and Assumption Agreement and this Amendment only to the extent that
VAC has committed to fulfill those obligations.
3. APPENDIX 6.01.2 Key Personnel is amended to read as follows:
KEY PERSONNEL (effective until the effective date of this amendment)
FSH Communications
Name
Dana Alixander
James Brandt
Greg Button
Bob Dubay
Ken Jackson
Shellie Luallin
Christy Bailey
Tom Deja
Joanna Howard
Denitrice Jenkins
Deb Walker
Title
Director - Sales
Director - Infras(ruclure
Director - Customer Service
Director - Corrections Products
Director - Operations
Director - Information Technology
Operations Manager - Washlngton
Operations Manager - SW WA/Oregon
Account. Executive - Washington
Customer Account Consultant
Manager - Corrections Services/Repair
KEY PERSONNEL (effective begirming on the effective date of this amendment)
Value-Added Communications
Name
Joanna Howard
BrianGalke
GamalMohed
Steve Hodge
Mark Turner
Stale of Washington
Department of Corrections
Title
Account Executive
Director - Customer Care
Director - Technical Assistance Center
Chief Technical Officer
President/COO
CDOC6840
Amendment 2
Page 2 of 3
4. Except for paragraph #1 of this Amendment, "Contractor" or "FSH", as used in this
contract, shall mean FSH Communications, LLC from the Agreement's execution date
. through the effective date of. this Amendment and shall mean Value-Added
Communications, Inc. from such date forward.
All other terms and conditions remain in full force and effect. The effective date of this
amendment is the date of last signature.
THIS CONTRACT AMENDMENT, consisting of three (3) pages and one (1) attachment is
executed by the persons signing below who warrant that they have the authority to execute
the contract amendment.
VALUE-ADDED COMMUNICATIONS,
INC.
DEPARTMENT OF CORRECTIONS
(Sf
(Signature)
Gary Banning
(printed Name)
Contracts Administrator
ted Name)
President/CEO
(Title)
8/i!h
(Title)
(Date)
(Date)
FSH COMMUNICATIONS, LLC.
APPROVED AS TO FORM
.~
(Signature)
Steven Loggans
(Printed Name)
Vice-President/General Manager
(Signature)
Pete Berney
(Printed Name)
Assist Attorney General
(Title)
.:JV l
(Title)
Y
c;:rJoao 7
(Date)
State of Washington
Department of Corrections
)
/
(Date)
CDOC6840
Amendmenl2
Page 30f3
ASSIGNMENT AND ASSUMPTION AGREEMENT
THIS ASSIGNMeNT AND ASSUMPTION AGREEMENT (the
"Assignmenf') is made as of
. . A,,)'<s"{ U, IV»'
.
(the
"Effective Date") by and between FSH Communications, LLC, a D~laware limited
liability company ("FSH"or "Assignor"), Value Added Communications, Inco
(heloeinafter "Assignee") and State of Washington ("State"). Assignor, Assignee and
State are sometimes collectively referred to herein as.the "Pallies".
WHEREAS, on or about <.{ /J,/l-DO' ,FSH and State entered into that certain
Inmate Telephone Service Agl:eement, as amended (the "Inmate Agreelrient").
WHEREAS, .subsequent to entering into the Imnate Agreement, Assignor and
Assignee entered into certain agreements whereby Assignor agreed to transfer and
Assignee agreed to acquire certain of Assignor's inmate telephone business 'assets and
obligations.
WHEREAS, Assignor desires to assign all of its interest, rights and obligations
under the Inmate Agreement to Assignee, and Assignee desires to accept assignment of
Assignor's interest, rights and obligations under the Inmate Agreement.
WHEREAS, the Parties desire to doCltment ihe formal Assignment of the Inmate
Agreement and State's consent to the Assignment.
NOW, THEREFORE, for good imd valuable considerations, the receipt and
sufficiency of which are hereby aclmowledged, the Parties agree as follows:
1. Effective as of the Effective Date and subject to the terms and conditions hereof, the
Assignor transfers, assigns and sets overto the Assignee all of the Assignor's interest
in the Inmate Agreement and Assignee assumes all of Assignor's interest in the
Imnate Agreement. Notwithstanding anything in the Inmate Agreement to the
contrary, this Assignment and State's consent to this Assignment shall release
Assignor from any and all obligations of Assignor under the Inmate Agreement.
2. Subject to the terms and conditions hereof, Assignee hereby accepts this Assignment
and the assignment of Assignor's interest in the Inmate Agreement. Assignee hereby
. agrees to perfoml all obligations of Assignor under the Inmate Agreement and to hold
harmless, protect and indemnity· Assignor against any and all claims, causes of action,
loss, costs, liabilities and expenses related to Assignee's perform~nce or nonperformance nnder the Inmate Agreement.
3.. State hereby consents to the assignment of the Inmate Agreement to the Assignee in
accordance with the terms and conditions of this Assignment, and joins in this
Assiglmlent for the purpose of acknowledging its consent and approval thereto.
4. This Assiglilllent may be executed via facsimile and in several counterparts and all so
executed shall constitute one agreement binding on all Pmties hereto.
5.
This Assigmnent shall be construed in accordance with laws of the State of
Washington, without regard to conflicts of law rules, and the parties il1'evocably
consent to the personal jurisdiction of the courts of State of Washington and
irrevocably waive any objections to personal jurisdiction or venue in State of
Washington. The federal and state courts of Washington shall have exclusive
jurisdiction over any disputes arising out of this Assig\Ullent or the Inmate
Agreement.
.
IN WITNESS WHEREOF, the Parties hereto have executed the Assignment as of the
dates set forth below.
"Assignee"
"Assignor"
AGREED AND
CONSENTED TO BY:
"State"
FSH Communications, LLC
100 W. Monroe St.
Suite 2101.
Chicago, Illinois 60603
QM4YYJe?
Value Added
Commnnmications, Inc.
,~>.plh
State of Washington
Autliorized Signature
OUthOriZed Signature
~RY/4 tbW/jil.~T T--;!£. 1!/~f(1di4e1i -.$:5.
Print Name and Title
PrmtName and Title .
Date.
Date'
I
S. TE"1..€/V
VIC. E?
Date
L-D G--(h4.(v-.:)
t'::>~1 P;?ArI
2
VAC
May 25, 2011
Attn: Contracts and Legal Affairs
State of Washington Dept. of Corrections
P. O. Box 41114
Olympia, Washington 98504-1114
Subject: REQUEST FOR CONSENT
We are pleased to advise you that Global Tel*Link Corporation ("GTH") has agreed to acquire VAC
Holding Inc. ("Holdings"), the parent of Value-Added Communications ("VAC"), in a stock transaction
(the "Transaction"). Through the Transaction, GTEL and VAC plan to combine their resources to build
an extraordinary company with the widest range of products and services available in the corrections
telecommunications industry. The Transaction is subject to customary closing conditions and is
expected to close in the next 1 to 2 months.
We are hereby requesting your consent to the Transaction for purposes ofthe contract(s) listed on
Annex A hereto (the "Scheduled Contract(s)") and your waiver of any violation or breach of, or default
under, the Scheduled Contract(s), arising as a result of, or in connection with, the Transaction. As part
of your consent and waiver, you confirm that (i) the Scheduled Contract(s) are in full force and effect,
(ii) the Scheduled Contract(s) have not been modified or emended other than as identified in Annex A
hereto, and (iii) VAC is not in violation or breach of, or in default under, the Scheduled Contract(s).
Your consent hereunder is conditioned on and will only become effective upon the closing of the
Transaction.
This letter is intended to be a legally binding agreement among the parties hereto and shall be
governed by and construed and enforced in accordance with the laws of the State of New York,
without giving effect to any conflict of laws principles thereof.
3801 East Plano Parkway, Suite 100
Plano, Texas 75074
VAC
GTE! and VAC
Request for Consent - Stote of Washington Dept. of Corrections
Page 2 of 3
Please indicate your consent and waiver by signing two copies of this letter, retaining one for your files
and returning the other to us at your earliest convenience. We greatly appreciate your prompt
attention to this matter and look forward to continuing the relationship that VAC has developed with
you. Please do not hesitate to call 972.535.3363 if you have any questions.
Sincerely,
VALUE-ADDED COMMUNICATIONS, INC.
Mark Turner
Teresa Ridgeway
Printed N me
~
rinted
m:
~~:
Si
GLOBAL TEl'lINK CORPORATION
ur
Si
President and COO
Title
Senior Vice President, Administration
Title
ACKNOWLEDGED AND AGREED:
STATE OF WASHINGTON DEPARTMENT OF CORRECTIONS
Printed Name
Signature
~~~~
C0 .A.'1v~O:s
I\~....,~~s'\v-{.<:.Y'
Title
Date
3801 East Plano Par.kway, Suite 100
Plano, Texas 75074
VAC
GTELand VAC
Request for Consent - State of Washington Dept. of Corrections
Page 3 of 3
ANNEX A
Scheduled Contract(s)
1) State of Washington Department of Corrections Contract No. CDOC6840
2) State of Washington Department of Corrections Contract No. CDOC6840 Amendment No.1
3) State of Washington Department of Corrections Contract No. CDOC6840 Amendment No.2
4) Assignment and Assumption Agreement signed by the State of Washington on August 26, 2009
3801 East Plano Parkway, Suite 100
Plano, Texas 75074

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